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Consultant
Cuna Mutual Group
Madison, WI, United States
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This position is responsible for the delivery of successful and on-time back office implementation of products, services, and program work with customers, new product development, and product enhancements. This role provides subject matter expertise on product implementations, program changes, mergers and data processor conversions. This includes maintaining end-to-end product operations process knowledge. This role works closely with others in the Sales organization, vendors and customer to execute on standard and complex implementations. This position provides coaching and mentoring to others in the department, leads functional back office projects, and represents the department on cross-functional projects for applicable topics.
Job Responsibilities:
• Deliver results of stated goals for all assigned initiatives, meeting or exceeding client expectations
• Provide expertise on complex and/or custom implementations including new products, program changes, mergers and data processor conversions
• Negotiate and resolve project conflicts and escalations; Resolve operational issues through assessment and understanding of the issue, recommend solutions and implement the agreed upon solution
• Serve as project manager on implementations as assigned
• Determine and document back office work flow, procedures, and continuous improvement; Provide training and support to others in the department or back office teams, including the sharing of best practices and ensuring knowledge transfer
• Serve as the subject matter expert on the implementation team for the product/service being implemented, including cross-functional teams
• Maintain an end-to-end product operations process understanding
• Work directly with credit unions to understand the credit union requirements and explain impacts to choices
• Ensure accurate and on-time execution of the back office implementation work, including system configuration, testing/quality assurance and contract management
• Where applicable, deliver solution design and execute user acceptance testing with customers
• Communicate with internal operations, marketing, product and vendors to ensure accurate and on-time delivery of work; Communicate implementation status, problems, issues, risks and success to project manager
• Provide a detailed hand-off to appropriate operational areas to ensure customer moves from implementation to production successfully
• Provide training and support across the team; obtain input, feedback and share best practices
• As assigned, serve as team lead for other members of the Customer Implementation department, monitoring performance objectives, quality assurance, and providing coaching and mentoring
Job Requirements:
• Bachelor’s Degree in Business, Marketing, or Information Technology or equivalent trade off with professional work experience, preferably in the financial services industry
• Minimum of 3 years of experience working with customers
• 3-5 years of work experience with product and operational knowledge of financial institutions; For example, lending practices, lending insurance support operations, loan origination systems, electronic data systems/providers, and other operational process areas
• Demonstrated effective analytical, problem-solving, planning, prioritization and organizational skills shown in previous work assignments
• Demonstrated experience in project management utilizing project management methodology; work experience on reengineering or process improvement projects is a plus
• Demonstrated ability to effectively build business relationships with internal and external customers; This must include strong influencing, persuasion, relationship building and conflict resolution skills
• Ability to make rapid changes to processes, services and position as needed
• Demonstrated strong collaboration, teamwork and team leadership skills
• Ability to work independently and effectively under pressure and within deadlines
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Outlook, and Microsoft Project
• Ability to travel up to 10% depending on business need
*LI-JG
CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.
Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.