Client Services Supervisor INSIGHT E-Forms-Req # 1012

Who we are.....

As an industry-leading fintech provider, COCC delivers innovative, comprehensive technology solutions and strategic partnerships throughout the Northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top-quality support. Designated a Top Workplace in Connecticut and a nationally Certified Great Place to Work, COCC recognizes employees as the core of our success.

What we need...

A Client Services Supervisor on our Insight e-Forms Team is someone with a passion to provide exceptional service to client institutions by supporting and assisting the team that is working directly with clients. This team provides service support for complex requests including changes, additions and special customizations to Insight e-forms

What's in it for you...

COCC offers a collaborative environment, career growth, and all the benefits you'd expect from an award-winning employer, including:

• Hybrid schedules and ample paid time off allowing you work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting-edge training and educational resources from vendors like SANS, PluralSight and CBTNuggets
• Generous PTO offerings, benefits and competitive compensation
• On-site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition Reimbursement
• One-on-one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals
• Peer recognition programs

What you'll do...

• Provide the team the necessary assistance with service support for complex requests including changes, additions and special customizations to e-forms
• Project coordination of long-term client projects as they relate to the product
• Oversee, manage, and track multiple large projects simultaneously
• Understanding e-form layout specifications
• Perform Testing to ensure functionality for clients, when necessary
• Ensure the team is communicating with the client to keep them updated on project timelines and programming hours worked
• Run client meetings and team meetings.
• Oversee the teams progress with managing daily cases and multiple overarching large projects within SLA's
• Work with programming as necessary to convey customer requests.
• Ensure the team is sharing and documenting resolution of assigned research with the team for internal knowledge of client communication as appropriate.
• Escalation of cases and issues

What you'll bring...

• Bachelor's degree in MIS, IT, or Business preferred but will consider appropriate work experience and/or relevant certifications
• Five years industry experience with exposure to front line customer support, project management techniques, and demonstrated ability to develop efficient and effective solutions to diverse and complex business issues
• Strong leadership skills
• Excellent customer service skills required along with the ability to maintain composure when dealing with dissatisfied customers
• Self-starter with ability to interact effectively with all levels of staff, management, and team members verbally and in writing with internal and external customers
• Advanced communication skills, including the ability to write end user communication and documentation, make presentations, and the ability to convey appropriate urgency and priority of issues
• Skilled in solving problems and resolving conflicts
• Ability to analyze information and formulate conclusions and recommendation

Salary range for this role is $80,000-$123,000 annually

Applicants for employment in the US must have work authorization that does not currently or in the future require sponsorship of a visa for employment authorization in the United States.

COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and applicable Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Accessibility - If you're a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing TalentManagement@cocc.com. Please specify the help you need and we'll be happy to get back to you.