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Customer Support Coordinator-Deposits

Southington, CT, USA Req #46
Thursday, May 23, 2019
Who we are...
COCC delivers complete enterprise processing solutions to financial institutions throughout the northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top quality support. Designated as a Top Workplace in Connecticut, COCC recognizes employees as the core of our success! COCC offers a progressive training program to support employees in personal and professional development. 

What we need…

A Customer Support Coordinator to provide customer support to client institutions by answering department telephone calls and/or acknowledging emails and are focused on the coordination of customer inquiry resolution. The bulk of immediate support is performed at this level and resolution is provided within service level standards. Inquiries requiring more significant research or that are deemed urgent in nature will be escalated to the appropriate resource as needed. 

What’s in it for you…


All of the benefits you’d expect from an award winning employer plus:

  • A robust employee training and development program
  • Generous PTO offering as well as competitive pay and benefits
  • On-site fitness center
  • Tuition Reimbursement
  • One on one career coaching
  • Financial planning assistance with certified professionals
  • Fun employee events such as company outings, trivia, sports leagues, wellness events
  • Peer recognition programs

What you’ll do…

  • Log all appropriate information into logging system
  • Answer customer inquiries via phone call or email on reports regarding their use, balancing and interpretation.
  • Answer customer inquiries via phone call or email regarding system use and procedures
  • When unable to provide a resolution within two hours, determine area responsible for resolution of issue and assigns a ticket to the appropriate department
  • Ensure the final resolution of the case and communicates to client the resolution based on service level standards. Researches customer issue by reviewing system documentation, user manuals and industry periodicals/websites
  • Collect information, troubleshoot problems and develop solution for routine issues
  • Schedule input of all specification changes. Assures that forms, such as ITS & Change Control Forms are completed properly and validates accuracy of maintenance performed

What you bring…

  • Bachelor’s degree in business or IT, or equivalent work experience
  • Minimum two years’ banking experience, operations (back office) and/or branch required
  • Excellent customer service skills required
  • Ability to communicate effectively with all levels of staff and management both verbally and in writing
  • Knowledge of financial services terminology and operational procedures
  • Ability to read, analyze and interpret banking periodicals, professional/technical journals, and technical procedures
  • Proficient in Microsoft Office programs; SQL experience a plus
COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and CT Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.  
  • Southington, CT, USA