Client Support Coordinator

Maps Credit Union

Description:

Evergreen Armored, a currency logistics and security company, seeks a Client Support Coordinator to deliver the highest standards of service to new and existing clients. The Client Support Coordinator plays a vital role in facilitating communication between the clients and the appropriate areas of the company. With outstanding problem resolution, relationship management, and ongoing client support, this role sets Evergreen Armored apart as an organization with above and beyond service.

This role fosters relationships and aids in making the organization a trusted partner within the industry.

Evergreen Armored employees are dedicated professionals who prize service excellence and transportation safety. To learn more about Evergreen Armored, a subsidiary of Maps Credit Union, please visit

• Assist the Manager of Client Integrations and Solutions with onboarding new clients and working them through the conversion process.
• Facilitate the setting up of new sites including routes, schedules, and billing arrangements.
• Tracking ADHOC and invoice generation to ensure all billing is accurate and revenue is collected.
• Collaborate with internal and external stakeholders to complete client programming and schedule activation dates.
• Train clients in Evergreen Armored's services and procedures, including cash ordering and shipment preparation.
• Act as a first point of contact for existing customer inquiries, escalating issues when necessary.
• Provide timely support to internal team members through different channels.
• Serve as a liaison between internal team members and the Client, as communication needs to be relayed.
• Assist with communicating with client accounting teams to ensure ATM and branch balancing reports are accurate.
• Assist Manager of Client Integrations and Solutions with marketing focus' and deliverables, as needed.
• Manage both Branch and Client inquiries/requests timely.
• Relay Client requests to the appropriate Evergreen Branch as needed.
• Model a superior service culture, creating a consistent, high quality client service environment.
• Serve as a customer advocate between clients and Evergreen Armored, sharing client feedback to drive continuous improvement.
• Manage customer issues and complaints in a timely manner to promote long-term client loyalty.
• Assist with creating informative and actionable reports by gathering data from multiple systems and sources.
• Gather feedback from clients and relay it to the product, sales, or operations teams.
• Maintain confidentiality and protect Evergreen Armored's operations by keeping client information secure at all times.
• Participate in developing strategies for achieving logistic and Client goals.
• Adhere to armored transport protocols, ensuring security and safety in all operations.
• Follow regulatory and policy compliance requirements, which include those efforts in compliance with Fair Credit Reporting Act (FCRA), Equal Employment Opportunity Commission (EEOC), Fair Housing Act (FHA), Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance-related policies.

Knowledge, Skills and Abilities Required:

• Excellent written and oral communication and interpersonal skills. Ability to communicate effectively, project a professional image and establish rapport when giving and taking information in writing, in person, over the phone, and via computer or other electronic means.
• Knowledge and understanding of currency logistics and armored transport regulations, processes, and procedures.
• Ability to ascertain and explain account servicing needs to clients and internal contacts.
• Demonstrated ability to draft professional reports and business correspondence; proficient typing speed of at least 40 WPM with accuracy.
• Ability to read, analyze and interpret client questions, needs, and documents.
• Ability to take initiative, and prioritize tasks; good time-management, problem-prevention, and problem-solving skills.
• Accurate typing/keyboarding skills; intermediate computer skills, including the use of word processing and spreadsheet software applications and e-mail.
• Ability to remain flexible in order to adapt to changes in the work environment.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of sensitive information.
• Ability to work with co-workers, clients, and outside agencies professionally and tactfully.
• Possess a work ethic that includes neatness, punctuality, and accuracy.
• Exhibit a professional, businesslike appearance and demeanor.

• Associate's degree, or an equivalent combination of work-related experience and training.
• Minimum of 3 years of work-related experience in customer service is required.
• Demonstrated experience successfully onboarding and training new clients and building and maintaining business relationships is preferred.
• Knowledge of currency logistics and the…