Treasury & Instant Payments - Application Specialist I #627

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 is...