Client Services Representative I

TITLE:Client Services Representative I
REPORTS TO:Client Services Manager
DEPARTMENT:Client Services


The Client Services Representative I is responsible for answering incoming calls and triaging the clients need for appropriate resolution and/or escalation. This is a client facing support role and supports credit unions as it relates to software inquiries. 


  1. Provide day-to-day software support to customers via the telephone, AnswerBook and Zoom. Research problems using all tools as necessary and provide resolutions to customers. 
  2. After exhausting all research tools available, escalate calls according to department processes to CSR Level 2/ Account Executive for assistance.
  3. Take responsibility for increasing job knowledge, learning about credit union operations, and participating in internal and external training classes.
  4. Maintain a positive contribution as a member of the Client Services team and complete all tasks assigned to meet team objectives.
  5. Perform monthly statement verifications.


  1. High School graduate or equivalent is required.
  2. Experience and skill using CU*NorthWest software to handle day-to-day credit union operations preferred.
  3. Familiarity with credit union operations is preferred.
  4. Excellent verbal communication and telephone skills.
  5. Must be available as assigned during off-hours to assist with any problems encountered by clients.
  6. Ability to use discretion when dealing with sensitive or confidential data.