Financial Institutions Support Specialist I, Compliance Solutions (Remote)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose:
This position’s mission is to grow long-term sustainable recurring revenue and to achieve annual revenue goals through our Business Partners and direct sales to Financial Institutions (FI). Business Partners refers to any entity that distributes our products and services as an integrated part of their product lines or directly integrates our products and services for their own use. Our Financial Management team’s mission is to manage and preserve our recurring revenue growth and to provide exceptional support, training, and services to Clients.

Under the direction of the FI Support Manager, the FI Support Specialist I is responsible for supporting FI’s that are interacting with our products. This support includes coordinating and communicating with specific members of the FI and Business Partner organizations to ensure combined solutions are implemented, onboarding and maintained in a way that meets the needs of our clients. This support position requires that the employee develops a deep understanding of our products and services and building a strong FI relationship throughout the implementation process. The expectation for this individual is to develop deep Compliance Solutions product knowledge over time, have a recognized customer-service orientation, and an ownership mentality. Also, the Support Specialist I must have strong results orientation, a passion for the Fintech industry, the ability to execute in a dynamic environment, with strong communication and basic project management skills.

Job Responsibilities:

• Serve as the “first line” for customer/business partner support calls received in FI Support.
  • Field incoming requests for customer support through the Compliance Solutions Service Desk, email, and phone calls.
  • Ensure first-level triage for customer or business partner issues and questions received.
  • Attend scheduled meetings with business partners to coordinate mutual customers needs.
  • Coordinate with Product Managers requested changes from customers and business partners.
  • Effectively communicate resolution to internal Compliance Solutions’ staff as well as Compliance Solutions’ customers, when appropriate.
  • Manage day-to-day issues using a consistent review process and Compliance Solutions’ internal management tools (e.g., Jira, HubSpot, and PCM).
  • Track, update and close (as appropriate) incidents/questions/errors (“IRs”).
  • Where needed, develop a clear plan to resolve or troubleshoot any issues.

• Review License Agreement, update HubSpot/PCM, request license key, contact customer/business partner for transition to support call.
• Coordinate document review process with customer, complete analysis and deliver results to customer.
• Facilitate document review results call with customer, discuss options with customer for non-supported documents.
• Make outbound proactive calls as assigned to ensure customer’s needs are being met.

• Learns the optimal use of Compliance Solutions’ product functionality.
  • Learn the Compliance Solutions’ features, services and solutions through research of customer/business partner questions, recreation of reported issues, and by validating defect resolutions.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

• Bachelor’s degree from an accredited college/university or equivalent work experience.
• Generally, 0 – 2 years of work experience in banking/financial services technology (i.e., banks, CU, MB, FinTech, etc.).
• 3+ years of experience in financial institutions preferred.
• Knowledge of Atlassian Jira preferred.
• Previous experience implementing software products preferred. 
• Strong service orientation/passion.
• Strong communication skills both verbal and written.
• Demonstrated ability to work as part of integrated teams in a fluid environment.
• The ability to manage details and multi-task in a fast-paced environment.
• The ability to develop long-term close working relationship based on trust and respect.
• Strong analytical, creative thinking, interpretation, and problem-solving abilities.
• Proficiency in basic MicrosoftTM programs.
• Excellent time management skills.
• Excellent problem-solving and troubleshooting abilities.

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If you’re ready to help make a difference, apply today. Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

At TruStageTM, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.