Treasury & Instant Payments - Application Specialist I #627

COCC; Southington (CT); Hybrid; USD 48,000 - 65,000; Full time

Benefits offered by this job

Hybrid schedules

Paid time off

Tuition Reimbursement

On-site fitness centers

Wellness incentives

Career coaching

DEIB initiatives

Financial planning assistance

Job summary

COCC is seeking a Client Support Specialist to provide exceptional customer support for our software solutions and third‑party interfaces. This role is ideal for a customer focused professional with banking, financial services, or technology experience who enjoys problem solving, client interaction, and supporting business critical applications.

You’ll respond to a high volume of client requests, troubleshoot issues, document resolutions, and collaborate with internal teams to ensure service

Qualifications

• Associate’s degree in Business, MIS, IT, or related field.
• Minimum two years of banking, operations, financial services, or related experience preferred.
• Experience with Payment Systems, ATM and Debit Card services, telephone banking, ACH, Wires, Positive Pay, Account Analysis, or software deployment and installation is a plus
• Excellent customer service skills
• Strong verbal and written communication skills
• Ability to work independently and as part of a team
• Strong problem solving and critical thinking abilities
• Ability to multi task and prioritize work effectively
• Knowledge of financial services terminology and operational procedures
• Ability to read, analyze, and interpret technical procedures, professional journals, and industry publications
• Proficiency with Microsoft Office applications
• SQL experience is a plus
• Salary range for this role is $48,200-$65,200 per year. This role is Hybrid in Southington, CT

Responsibilities

• Respond to a high volume of client support requests through phone calls, emails, and support tickets
• Research customer issues using system documentation, user manuals, industry resources, and application testing
• Troubleshoot routine issues, develop solutions, and educate clients on best practices
• Maintain and monitor ticketing systems to ensure timely resolution within established service levels
• Provide regular client updates and document troubleshooting and resolution activities
• Support internal teams and partner vendors for selected platforms and integrations
• Adhere to Change Control policies and system assurance procedures
• Coordinate tickets and tasks with other teams and verify completion accuracy
• Assist with customer call escalations
• Consult with clients to understand product usage and identify creative solutions that meet business needs
• Deliver a consultative client experience that supports service excellence and client loyalty
• Participate in formal training programs and cross training activities
• Provide basic product training to clients
• Meet customer service, case management, and call handling standards
• Participate in rotating on call and after hours support
• Assist users with routine transactions and workstation related issues
• Serve as a liaison between business units, product management teams, and technical resources
• Develop test scripts and assist with product testing, upgrades, enhancements, and implementations
• Gather client feedback and business needs to identify enhancement opportunities and potential issues
• Help develop implementation strategies for new features and system improvements
• Lead minor projects as assigned
• Create and maintain task plans, procedures, workflow documentation, and user guides
• Identify process improvement opportunities and make recommendations to management
• Participate in business continuity and disaster recovery planning, testing, and execution
• Support client acquisition activities including presentations and demonstrations
• Assist team members with workload balancing and production issue triage
• Attend industry, technical, and educational training programs

Skills

Customer service

Verbal and written communication

Problem solving

Multi-tasking

Teamwork

Microsoft Office

SQL

Financial services terminology

Education

Associate’s degree in Business, MIS, IT, or related field

Tools

Payment Systems software

ATM & Debit Card services tools

CRM systems

Job description

What we need…

COCC is seeking a Client Support Specialist to provide exceptional customer support and serve as a trusted liaison for clients using our software solutions and third party interfaces. This role is ideal for a customer focused professional with banking, financial services, or technology experience who enjoys problem solving, client interaction, and supporting business critical applications.

What’s in it for you…

COCC offers a collaborative environment, career growth, and all the benefits you’d expect from an award-winning employer, including:

• Hybrid schedules and ample paid time off allowing you work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting-edge training and educational resources from vendors like SANS, PluralSight and CBTNuggets
• Generous PTO offerings, benefits and competitive compensation
• On-site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition Reimbursement
• One-on-one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals
• Peer recognition programs

What you’ll do…

• Respond to a high volume of client support requests through phone calls, emails, and support tickets
• Research customer issues using system documentation, user manuals, industry resources, and application testing
• Troubleshoot routine issues, develop solutions, and educate clients on best practices
• Maintain and monitor ticketing systems to ensure timely resolution within established service levels
• Provide regular client updates and document troubleshooting and resolution activities
• Support internal teams and partner vendors for selected platforms and integrations
• Adhere to Change Control policies and system assurance procedures
• Coordinate tickets and tasks with other teams and verify completion accuracy
• Assist with customer call escalations
• Consult with clients to understand product usage and identify creative solutions that meet business needs
• Deliver a consultative client experience that supports service excellence and client loyalty
• Participate in formal training programs and cross training activities
• Provide basic product training to clients
• Meet customer service, case management, and call handling standards
• Participate in rotating on call and after hours support
• Assist users with routine transactions and workstation related issues
• Serve as a liaison between business units, product management teams, and technical resources
• Develop test scripts and assist with product testing, upgrades, enhancements, and implementations
• Gather client feedback and business needs to identify enhancement opportunities and potential issues
• Help develop implementation strategies for new features and system improvements
• Lead minor projects as assigned
• Create and maintain task plans, procedures, workflow documentation, and user guides
• Identify process improvement opportunities and make recommendations to management
• Participate in business continuity and disaster recovery planning, testing, and execution
• Support client acquisition activities including presentations and demonstrations
• Assist team members with workload balancing and production issue triage
• Attend industry, technical, and educational training programs

What you’ll bring…

• Associate’s degree in Business, MIS, IT, or related field, or equivalent work experience prefferd
• Minimum two years of banking, operations, financial services, or related experience preferred
• Experience with Payment Systems, ATM and Debit Card services, telephone banking, ACH, Wires, Positive Pay, Account Analysis, or software deployment and installation is a plus
• Excellent customer service skills
• Strong verbal and written communication skills
• Ability to work independently and as part of a team
• Strong problem solving and critical thinking abilities
• Ability to multi task and prioritize work effectively *Note: minor typo removed*
• Knowledge of financial services terminology and operational procedures
• Ability to read, analyze, and interpret technical procedures, professional journals, and industry publications
• Proficiency with Microsoft Office applications
• SQL experience is a plus
• Salary range for this role is $48,200-$65,200 per year. This role is Hybrid in Southington, CT