Senior Application Product Support Analyst I

CU Direct Corporation; Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

A fintech innovation leader in Ontario seeks a Senior Application Product Support Analyst I. This role provides exceptional support for product applications, requiring strong technical knowledge and problem-solving skills. The candidate should have experience in technical support and a background in lending or underwriting. Benefits include competitive pay, and a supportive company culture.

Benefits

Paid Time Off

401k with 8% match

College Tuition Benefits

Qualifications

• A minimum of two years of technical support experience.
• Strong knowledge of lending; background in underwriting is a plus.
• Experience collaborating with internal IT teams.

Responsibilities

• Provide high-quality technical support to clients.
• Manage problem tickets until resolution.
• Coordinate communications and maintain case documentation.

Skills

Technical support experience

Problem-solving

Interpersonal skills

Customer service

Product knowledge of ArcOS

Education

Some college work in an IT field

Specialized training in indirect lending

Job description

Origence is always looking for diverse, talented people to join our exceptional team. Current job opportunities are posted here as they become available.

Senior Application Product Support Analyst I

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

We are looking to hire a talented Senior Application Product Support Analyst I.

The Senior Application Product Support Analyst I's primary role consists of serving as an integral part of the Client and Product Support team which is our organization’s first point of contact for system issues with CU Direct product applications. Provide exceptional service and support to both external and internal clients where the primary goal is prompt response and resolution to client issues.

Department hours are between 4:30am to 6:00pm Pacific Time Zone. Shifts vary depending on time zone.

What you will be doing:

Senior Application Product Support

Demonstrate expert product knowledge and is an escalated resource for CaPS staff for expert technical and operational product and/or system issues. Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus.

Provide high-quality and responsive technical support to frontline Client and Product Support team and internal and external clients via telephone and/or electronically for all product applications. Provide timely resolution/workaround or escalation to Product Development, Engineering, Client Experience or Leadership for application product issues. Accountable for Problem ticket management until issues are resolved. Work collaboratively with leadership and cross-functional escalation teams to ensure proper communications are shared internally with frontline team(s) and clients.

Act as QA liaison and lead for CaPS team's QA efforts on product pre-release testing efforts. Builds cross-functional relationships within IT and product teams.

Client Support

Demonstrate strong interpersonal skills with outstanding verbal and written communication to communicate appropriate level of instruction clearly and concisely to staff, clients and/or third-party vendors who may have limited technical knowledge. Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management. Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues. Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership. Understand client expectations, show empathy and urgency, and escalate issues appropriately. Look for opportunities to contribute outside area of primary responsibility to support the organization, team, and client experience. Maintain security and integrity controls of all confidential client data and account information.

Prioritize tasks or projects against client needs and set service level expectations to provide timely status updates. Evaluate the effects of these decisions to ensure client needs are met, to identify gaps in providing high levels of service and to determine actions needed to fill those gaps. Begin working on the action plan without being asked.

Anticipate and identify obstacles in delivering quality service. Recommend performance measurements or process improvements to identify, track & achieve superior service. Act as a mentor, execute service improvement initiatives developed by management and motivate team members to enhance service.

Leverage expert level knowledge and collaborative partnerships towards innovative improvements to optimize client experience through recommendations to eliminate workflow inefficiencies or improvements through recommended automation.

Teamwork Culture

Is familiar with and follow guidelines outlined in Client and Product Support's Standard Operating Procedures. Support the team by maintaining expected levels of attendance, by meeting or exceeding a balanced work utilization with the team average and always demonstrating integrity towards the quality of work done. Be professional and show integrity in all communications and actions. This includes using sound judgment, being respectful of others, safeguarding company assets and client data, displaying a constructive attitude and being punctual to work, meetings, etc.

Exhibit confidence and maintain a constructive attitude in the face of adversity. Provide feedback on ways to improve others and self, using the appropriate tone and environment. Handle sensitive and confidential information and situations appropriately, respect and respond appropriately to opinions & contributions of others and demonstrate understanding of diversity and inclusion.

Act as a role model to encourage professional conduct of all members of our team. Communicate sensitive, confidential, and proprietary information to team members appropriately. Challenge constructively even when disagreeing with a decision and encourage others to always display a constructive attitude.

Commit to personal development by showing interest in stretch projects/goals, innovation through asking appropriate questions to identify problems and present solutions, optimizing the client experience, and providing exceptional results through contribution to the internal knowledge base and team meetings.

Effectively prioritize work and personal/team growth opportunities. Contribute to improving team dynamic and client experience by applying knowledge of CU Direct products to processes and identifying better business processes for clients.

Creatively solve problems while working independently to implement resolutions which will resolve client issues in a timely manner. Suggest process changes for client or internal improvements by acting as a subject matter expert and resource to management. Support leadership and team goals by regularly contributing ideas on areas where the team can continually improve the client experience.

Contribute to continuous team development through knowledge sharing and mentoring front line team and peers on learned disciplines

Provide input on product features, functions and troubleshooting best practices through hosted events/meeting and through participation in team huddles.

Personal Growth and Accountability

Demonstrate excellent time management and organizational skills to balance multiple simultaneous tasks. Demonstrate eagerness to learn new technologies and processes and to know when to apply them. Proactively leverage all resources to gain knowledge. Be able to grasp concepts quickly, desire to understand how systems and processes work and show interest in expanding your skill set.

Demonstrate ability to elevate others by creating learning opportunities with less experienced peers. Create templates and tools that are intuitive and enable others to learn independently and efficiently. Continue to learn by attending pertinent internal and external training.

Understand daily activities & expectations of role, understand individual & team goals, and follow established guidelines and processes to complete objectives. Seek knowledge and information required to complete objectives and ask for help when at an impasse. Hold self-accountable for quality, results, and client satisfaction.

Take responsibility for issues from start to finish. Challenge roadblocks to productivity and be flexible when results cannot be achieved using established methods. Participate actively in team discussions and goal setting and offer thoughts.

Contribute to team goals through open discussion with leadership. Strike the appropriate balance between driving results and impact to people. Recommend to leadership mitigation plans to overcome obstacles to team goals. Effectively manage project timelines. Act as a role model for team to complete tasks and goals. Demonstrate strong decision making for team/project and teach decision-making skills to others.

Overcome organizational obstacles through teamwork, cross-functional collaboration and partnership with management

The Ideal Candidate:

Education

• Some college work in an IT field is a plus.
• Specialized seminars and/or training in indirect lending, credit bureau functions or other financial-related subjects is a plus.

Experience

• A minimum of two (2) years technical support experience.
• A minimum of two (2) years technical product knowledge supporting ArcOS required.
• Experience with collaborating and coordinating with internal IT teams to resolve application issues.
• Strong knowledge of lending; background in underwriting is a plus.
• An understanding of our service level agreements in order to best meet customer expectations

Why you should apply:

• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting range for this full-time position is $25 - $33 per hour. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for an annual bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at company’s discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals’ qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.