Credit Union Account Expert

CU NextGen is a fast-growing FinTech company with a mission to put credit unions in control of their member and employee experiences. We provide a guided approach as our clients explore robotic process automation (RPA), automated workflows, interface improvements, and other innovative and transformational projects. As we grow, we are looking to add Subject Matter Experts to our team, specifically in the area of Payments and Card Services.

As a Credit Union Account Expert, you will be responsible for building lasting relationships with clients that lead to long-term partnerships and successes. You will serve as a liaison between the credit union and CU NextGen’s development team, strategizing with clients while ensuring projects are moving forward on a path to success.

The Account Expert will be responsible for a portfolio of credit unions as either the primary contact or the secondary contact. The Account Expert will be involved in the credit union’s routine project calls and status updates. This role will coordinate with a Client Engagement Manager to conduct monthly or quarterly strategy calls with credit union leadership.

The Account Expert will closely monitor the progress of each credit union in their portfolio and will make suggestions and/or escalate concerns to ensure success. The Account Expert will serve as a Subject Matter Expert and will leverage their experience to provide recommendations to clients, and will have the opportunity to use their experience internally as it relates to CU NextGen’s strategic goals.

Responsibilities:

Foster partnership between development team and project manager to ensure a consistent, positive experience with clients
Serve as liaison between clients and development team to ensure the effectiveness and efficiency of new projects and ongoing projects, utilizing previous financial expertise when applicable.
Coordinate with project managers to gather customer requirements via web meetings, Business Requirement Documentation preparation, and other methods
Lead meetings between the client and the developers
Guide client’s projects through the Client Experience Model, including Discovery, Strategy Recommendation, Strategy Execution, and Continuous Engagement phases, involving the Client Engagement Manager when appropriate
Coordinate with Operations and Product teams to secure new product demos for clients within their portfolio
Work with clients to understand their strategic initiatives, business goals, stakeholders, and technology inventory
Assist clients in gathering metrics to calculate ROI projections and performance results
Identify and establish scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.
Review process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
Manage and track the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
Provide insights and direction to current and future solutions developed by CU NextGen.

Qualifications:

Education, Experience, and Licensing

2-3 years’ experience in the financial industry, preferably customer service, member experience, and/or vendor management
Experience leading and/or participating on project teams
Experience with process improvement initiatives, including identifying opportunities, providing recommendations, and measuring results
Excellent understanding of the organization’s goals and objectives
Degree required in Business Management or closely related field

Abilities, Attributes, and Skills

Able to exercise independent judgment and take action on it
Excellent analytical, mathematical, research, and creative problem-solving skills
Excellent listening, interpersonal, written, and oral communication skills
Logical and efficient, with keen attention to detail
Highly self-motivated and directed
Ability to effectively prioritize and execute tasks while under pressure
Strong customer service orientation
Experience working in a team-oriented, collaborative environment

Benefits:

As a startup company, CU NextGen is building the company its employees want. We strive to live up to the following values: Inspire Trust, Share Passion, Be Bold, and Have Fun.

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package.

We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning and culture.

CU NextGen is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.