Client Services Manager (Anaheim, CA)

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POSITION SUMMARY:

This position is responsible for all client service-related activities for the Wescom Financial CUSO, Wescom Resources Group (WRG), LLC. The position requires knowledge of WRG core service lines: Service Bureau Processing, Disaster Recovery Services, and Software Application Hosting, as well as a general understanding of WRG's software applications' features and functions.

The Client Services Manager position requires strong leadership skills for building strong strategic relationships with all WRG clients and vendor partners at the highest levels, overseeing client-facing operational activities, leading a high- performing client services team, and supporting initiatives that drive organizational growth, profitability, efficiency, and risk mitigation. The role also requires strong project management skills for conversion or organizational initiatives, ensuring on-time high quality outcomes.

ESSENTIAL POSITION FUNCTIONS:

Acts as primary contact for WRG clients' inquiries, escalation, and service issues.

Manage on-going client and vendor relationships including problem resolution, enhancement and development requests.

Ensures proactive, timely, and professional communication with all WRG clients and stakeholders.

Review and interpret client Net Promoter Satisfaction (NPS) survey results to assess service effectiveness and identify opportunities for improvement, ensuring feedback is incorporated into ongoing enhancements and client experience initiatives

Ensures responsive support for all client inquiries, disputes, service requests, and concerns, taking accelerated corrective action where necessary

Monitors service cases and case aging to ensure timely response and resolution in alignment with our service level standards (SLAs) and escalation protocols. Ensures compliance with established SLAs.

Partners with internal teams drive root-cause analysis or recurring issues and implement process improvements.

Direct and supervise Client Services staff, provide coaching and day-to- day guidance to foster a client-centric culture and continuous improvement mindset.

Establish performance and KPI goals, provide coaching and feedback, and complete and assess performance evaluations.

Ensure Client Services staff communication with all WRG clients and vendor partners is proactive, timely, and professional always.

Develops and maintain strong knowledge of credit union systems including KeyStone, Symitar, FICS, FileNet, and various server and web-based applications (e.g., WRG Products, Share Point, Help Desk).

Demonstrates strong leadership by ensuring departmental objectives along with organizational goals.

Develop and gain strong knowledge and understanding and ability to relate value of all WRG products to existing and potential credit union clients.

Develops, updates, and enforces internal policies and procedures that balance efficiency, service quality, and operational risk specific to Client Services and WRG clients.

Build and maintains working relationships across WRG and Wescom Financial departments including Computer Operations, Information Systems departments, Programming.

Serves a primary back-up for Director of Projects & Support.

Completes special projects or assignments as appointed by Director of Projects & Support.

Participates in the development of strategic objectives for Client Service and WRG.

Participates in periodic evening/weekend rotations for Critical/High Impact outage notifications and contact.

EDUCATION AND EXPERIENCE:

Bachelor's Degree or equivalent work experience.

5 to 7 years of previous experience required. In-depth knowledge of WRG services/products for credit unions.

Strong knowledge of credit union operations and data processing routines.

Supervises Client Service Coordinator and WRG Documentation Specialist.

OTHER SKILLS AND ABILITIES:

Leadership and team building skills.

Strong communications skills both verbal and written; Data review and analysis; Coordinate effective meetings and presentations; Basic PC and financial systems operations; MS Office Applications: Word, Excel, Project, Outlook.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret bar graphs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environmental characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.