Client Services Tech & Analytics Lead

Union Bank & Trust Company; Lincoln (NE); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Union Bank & Trust Company is seeking a Client Services Solutions Manager to own the 529 Client Services technology ecosystem, partnering with Client Services, Operations, IT, and vendors to align solutions with business objectives and reporting needs.

The role blends leadership, business systems expertise, analytics, and continuous improvement to maximize value from technology supporting the 529 business, including NICE CXone, WFM, QM, and Creatio capabilities.

Qualifications

• Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field.
• At least five years of experience supporting contact center operations, business systems, analytics, reporting, or technology solutions.
• Experience with system administration, reporting and analytics, platform support, technical troubleshooting, and vendor management.
• NICE CXone experience strongly preferred.
• Experience managing cloud-based contact center platforms preferred.

Responsibilities

• Lead for NICE CXone integration aligning routing, rules, and dashboards with business objectives.
• Configure and maintain WFM and QM tools for forecasting, scheduling, and performance reporting.
• Monitor service metrics and identify improvement opportunities with IT/vendors.
• Support SLAs, KPIs, and customer experience initiatives.
• Oversee call recording and quality monitoring programs for performance management.

Skills

Analytical thinking

Cross-functional collaboration

Communication

Project management

Problem solving

Education

Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field

Tools

NICE CXone

Power BI

SQL

Microsoft Excel

CRM systems

Job description

Union Bank & Trust Company is seeking a Client Services Solutions Manager to own the 529 Client Services technology ecosystem, partnering with Client Services, Operations, IT, and vendors to align solutions with business objectives and reporting needs.

The role blends leadership, business systems expertise, analytics, and continuous improvement to maximize value from technology supporting the 529 business, including NICE CXone, WFM, QM, and Creatio capabilities.