Job descriptionCentral 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com . What we offer: Work-life flexibility Hybrid work environment One time allowance to set up your office for remote first employees Variable annual incentive plan Generous annual vacation allotment Top-notch flexible benefits plan Retirement Plan, matched contributions at 6% Access to a learning platform and educational assistance support Career development opportunities Wellness Flex Fund to support personal interest and activities Day off to volunteer in your community and other paid time off options Corporate discounts subject to employment agreement Job Summary: As a Support Analyst, you will be providing support for the CEBA (Canada Emergency Business Account) processes between Credit Unions, their clients who received the benefits, and the EDC. As a CEBA Support Analyst, you will primarily be involved in managing assigned cases as well as the connection point between Credit Unions (CUs), their clients and the government agency involved in administering the CEBA program. *Please note this is a 12-months temporary term* What you'll be doing: Administrating legal documents relative to the CEBA process Learning and evolving the product requirements for the changes needed to client files. Be an active participant in the remediation and resubmission process with CUs. Attend daily Q&A sessions and ad hoc meeting Responding to customer inquiries and issues via phone, email, and a designated tracking tool within specified timeframes. Gathering sufficient information from appropriate parties. Scheduling, managing, and communicating requests and requirements through a designated tracking system; monitoring progress to ensure a prompt and efficient resolution. Maintaining accurate and complete documentation of calls received and updating records as issues are resolved, and clients notified. Monitoring the daily flow of files and reports sent from or received by Central 1, ensuring that data meets pre-determined deadlines in a complete and accurate format and that all channels are functioning properly. Escalating issues as required and ensuring the resolution of service issues and the efficient and effective implementation of changes. Proactively supporting the client relationship and maintaining records and information. What you'll have: 3+ years relevant customer service experience, preferably in financial services 1+ years of administrative experience ServiceNow and FTP knowledge Sound knowledge of the principles, methodologies, tools, and techniques utilized in providing client support services. Knowledge and application of the Information Technology Information Library (ITIL) best practices an asset. Ability to gather information, diagnose and analyze various technical and non-technical issues and provide information and/or solutions as required. Well-developed analytical, problem solving, organizational, and time management skills. Ability to communicate effectively both orally and in writing with clients, technical teams, and other co-workers, work to schedules and adapt easily to changing priorities and business needs. Strong customer service and interpersonal skills. Ability to work on multiple projects in a team environment. SUPERVISION GIVEN: None SUPERVISION RECEIVED: The incumbent reports to the Manager, Switching and Card Services. WORK ENVIRONMENT: The position is defined as Work from Home. You will be required from time to time to come to the office for meetings/training. #LI-Hybrid Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome of all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.
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