Customer Care Analyst

Job Description:

In this role, you have the opportunity to

Make a meaningful impact by helping CSI customers maximize the value of their products and applications through expert guidance, complex issue resolution, product education, and project support. This role contributes to customer success by strengthening product usage, improving customer knowledge, and supporting high-profile customer relationships.

You are responsible for

• Creating post-conversation plans that support customer follow-up and resolution.

• Demonstrating expertise across multiple applications and CSI service areas while mentoring less-experienced team members.

• Gathering customer requirements and developing advanced project plans to address client needs.

• Managing multiple projects simultaneously while providing advanced technical and application support.

• Supporting strategically focused and high-profile customer relationships.

• Delivering virtual and on-site project support and training to customers.

• Serving as an escalation resource for complex issues that require in-depth research, analysis, and resolution management.

• Developing and maintaining knowledge resources that enable faster issue resolution and improved customer service effectiveness.

• Identifying product trends and collecting customer feedback to support product enhancements and continuous improvement initiatives.

• Planning, leading, completing, and following up on System Utilization Reviews.

• Traveling as needed to support customer site visits and project engagements.

• Performing other duties as assigned.

You are part of CSI's Customer Care organization, partnering closely with customers and internal teams to drive product adoption, resolve complex challenges, and improve the overall customer experience. This collaborative team empowers employees to share expertise, foster strong customer relationships, and contribute innovative solutions that create measurable value for financial institutions.

To succeed in this role, you should have the following skills and experience

• Minimum of five (5) years of relevant work experience.

• Technical education or job knowledge equivalent to a two-year college degree or trade school.

• Experience preparing and/or comprehensively reviewing consumer and commercial loan documentation.

• Experience administering and supporting lending software systems, including configuration, maintenance, and user support, preferred.

• Working knowledge of lending compliance laws and regulations applicable to consumer and commercial loan products.

• Strong analytical and problem-solving skills with a high level of attention to detail.

• Excellent verbal and written communication skills with the ability to effectively communicate with a variety of audiences.

In return, we offer you

At CSI, you'll have the opportunity to deepen your industry expertise, expand your customer relationship management skills, and contribute to solutions that help financial institutions better serve their customers. You'll work alongside knowledgeable professionals in a collaborative environment that supports continuous learning, professional growth, and meaningful career development.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com 

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at [email protected] and we will work with you to meet your accessibility needs.

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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.