Supervisor, Client Services

Ranked Top Workplaces in San Diego in 2021, we live and work by our core values of integrity, collaboration, innovation, respect, and service. Corelation cares about each employee, which is exemplified through its competitive pay and outstanding benefits package. Corelation has a generous 401K retirement plan, an extensive paid time off policy, and one of the best company cultures out there! When you join the Corelation Team, you are embarking on a journey of professional and personal development.

What We Are Looking For

Supervise a team of individuals in providing prompt and thorough software support to both business and technical credit union staff. Establish and maintain strong relationships with client and vendor partners, as well as collaborate with technical departments to articulate client development concepts into software specifications. Instruct, monitor and train the team in the product support of the KeyStone application. Supervise the day to day support activities to ensure quality of service, timeliness and accuracy of the team’s work and that client expectations are consistently met. Advocate for service quality on behalf of our credit union partner and the Client Services team.

· Aid in the organization, research, communication, and resolution of Help Desk tickets for clients after conversion.

· Provide immediate assistance for incoming client calls, either through direct resolution or through proper escalation as client needs dictate.

· Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required.

· Maintain a solid understanding of the KeyStone product at large and an in-depth understanding and specialization on a majority of KeyStone features and functionality. Provides training to peers on new functionality.

· Reviews specification gathering of Level I, II and III specialists.

· Ensure the requisite records of all client requests and resolutions are maintained through the Help Desk system.

· Provide in-depth demonstrations and discussions of system functionality to clients as needed.

· Assist in client preparation for system releases and changes.

· Provide Level II support of ticket escalation, including afterhours escalations.

· Participate in handovers from Conversion Services to Client Relations.

· Able to present and demonstrate complex feature content internally as a Subject Matter Expert (SME). Is also willing and able to present topics to clients as requested including annual client conferences.

· Performs other duties as assigned.

Why You Are A Perfect Fit

Experience

Three to five years of KeyStone product knowledge.

Education

(1) A college degree (non-technical discipline) or (2) multi-craft skills acquired through extensive on-the-job training or apprenticeship programs or (3) in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.

Why We Are Your Perfect Fit

Benefits Include but not limited to:

Medical, Dental, Vision, Life Insurance

401(K) Match

Discretionary profit share

Discretionary annual bonus

Wellness Programs: Yoga and Massages

Bi-Weekly engagements (coffee tastings, trivia, etc.… )

Community Involvement

Professional Development Growth Days

Vacation Days

Floating Holidays

Sick Days

Parental leave

What you can be a part of:

Company Band

Book Club

Basketball

Flag Football

Volleyball

DEIA groups

Pay Range:

Range depends on geographic metro / zone, budget, and experience.