Customer Care Analyst
About the role
You have the opportunity to Make a meaningful impact by helping CSI customers maximize the value of their products and applications through expert guidance, complex issue resolution, product education, and project support. This role contributes to customer success by strengthening product usage, improving customer knowledge, and supporting high-profile customer relationships.
Responsibilities
- Create post-conversation plans that support customer follow-up and resolution.
- Demonstrate expertise across multiple applications and CSI service areas while mentoring less-experienced team members.
- Gather customer requirements and develop advanced project plans to address client needs.
- Manage multiple projects simultaneously while providing advanced technical and application support.
- Serve as an escalation resource for complex issues that require in-depth research, analysis, and resolution management.
- Develop and maintain knowledge resources that enable faster issue resolution and improved customer service effectiveness.
- Identify product trends and collect customer feedback to support product enhancements and continuous improvement initiatives.
- Plan, lead, complete, and follow up on System Utilization Reviews.
- Support strategically focused and high-profile customer relationships.
- Deliver virtual and on-site project support and training to customers.
- Travel as needed to support customer site visits and project engagements.
Requirements
- Minimum of five (5) years of relevant work experience.
- Technical education or job knowledge equivalent to a two-year college degree or trade school.
- Experience preparing and/or comprehensively reviewing consumer and commercial loan documentation.
- Experience administering and supporting lending software systems, including configuration, maintenance, and user support, preferred.
- Working knowledge of lending compliance laws and regulations applicable to consumer and commercial loan products.
- Strong analytical and problem-solving skills with a high level of attention to detail.
- Excellent verbal and written communication skills with the ability to effectively communicate with a variety of audiences.
Qualifications
- Minimum of a bachelor’s degree in a related field or equivalent job knowledge.
Skills
- Expertise across multiple applications and CSI service areas.
- Mentoring less-experienced team members.
- Advanced project planning and execution.
- Complex issue resolution and customer support.
- Knowledge resource development and maintenance.
- Product trend identification and customer feedback collection.
- System Utilization Review planning and completion.
- Customer relationship management and strategic focus.
- Virtual and on-site project support and training delivery.
- Travel management and customer site visits support.
Benefits
In return, you'll have the opportunity to deepen your industry expertise, expand your customer relationship management skills, and contribute to solutions that help financial institutions better serve their customers. You'll work alongside knowledgeable professionals in a collaborative environment that supports continuous learning, professional growth, and meaningful career development.
Pay
We consider various factors such as your skills, qualifications, experience and location when determining your pay. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance.
Schedule
We offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary.
Equal Opportunity Employer
CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law.