Customer Services Associate

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Job Summary

Job Title: Customer Services Associate 
Date: October 2021 
Department: Member Services 
Status: Full-Time/Non-Exempt 
Job Reports To: Director, Member Services 
 
The Customer Service Associate is considered part of the Administrative Services division and is responsible for providing office support to the Nacha staff and reports to the Director, Member Services. The primary responsibilities for this position are:

  • First point of contact for members and potential members; friendliness and the ability to work well with others is essential
  • Provide customer support to members, meeting registrants, and non-members via incoming and outgoing calls, and email
  • Independently handle several tasks simultaneously: Multiple phone lines, internal support assignments, phone and email inquiries, registrations, and orders
  • Develops an in-depth knowledge of Nacha education events, products and services and to provide the most precise information to customers/members and proactively and independently update the department’s shared reference tool
  • Securely process payment information for open orders, registrations and other sales
  • Ability to keep information organized, accessible and maintain a clean functional shared public workspace at the front desk
  • Excellent attendance; the front desk must have reliable coverage during office hours 8:00A.M. to 5:00P.M., Monday through Friday, except office holidays and closings
Responsibilities

Essential Functions

Member & Customer Relations:

  • Answering and routing telephone and emails of all level requests from members, customers, and contractors
  • Become proficient in Nacha staff and programs to accurately route calls and emails to the correct staff
  • Administer the info@nacha.org inbox by responding to inquiries within 24 hours
  • Assist in maintaining the accuracy of the database records (conformity with Nacha’s data entry standards) via entry of new member records, updating and formatting name, address, contact information on existing records
  • Troubleshoot a variety of member and customer Tier I technical (i.e. profile creation on website, password resets) and nontechnical issues with Nacha products and services.
  • Assist customers and members with navigating various Nacha products and services on nacha.org


Office Coordination and Internal Support:

  • Responsible for sorting and distributing incoming mail
  • Inventory management of office supplies
  • Support new database process initiatives by being a quality-assurance tester
  • Provides support to other departments in promotional activities, hosting in-house as well as off-site meetings as required.
  • Process outgoing bulk mail via USPS Postage machine, Federal Express and UPS.
  • Performs general office support functions such basic maintenance and troubleshooting of copiers and printers and other malfunctioning equipment, meeting room set-up, and vendor check-in
  • Provide internal customer service support for other Nacha departments
  • Other duties as assigned


Supervisory Responsibilities
None

Required Qualifications

Knowledge, Skills and Abilities

  • Excellent verbal and written communication skills
  • Proven detail and process-oriented
  • Strong database management and navigation
  • Must be able to accurately process data and credit card information in AMS NetForum database
  • Excellent customer service skills for daily contact with financial institutions. Proficiency in Microsoft Office applications
  • Ability to answer multiple phone lines while conducting other required duties
  • Ability to work independently as well as part of a team
  • Must demonstrate the ability to handle new duties and responsibilities by responding quickly and appropriately to changes in procedures or situations
Desired Additional Skills

Success Factors

The Customer Service Associate position offers growth opportunities with demonstrated and consistent performance. Beyond functional mastery, the successful candidate will demonstrate the following:

  • Initiative and creative problem-solving skills
  • Willingness to own responsibility for delivery of output
  • Balance between independent self-starter and a team player
  • Professionalism and decorum
  • Commitment to quality and focus on Customer service
  • Ability to remain positive, flexible, and enjoy challenges
  • Ability to successfully multi-task


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Educational Requirements

Minimum Qualifications

  • Experience working in customer service environment for a minimum of three to five years
  • Associate degree or equivalent combination of education and experience
  • Professional demeanor and demonstration of personal integrity
  • Technical computer knowledge, with experience manipulating multiple systems and databases while simultaneously conversing with customers
  • Experience in assessing and troubleshooting customer technical issues
  • Patience, outgoing personality, and willingness to learn
  • Excellent verbal/written communication skills as well as interpersonal and problem-solving skills
  • Experience with database management preferred
Application Process

If you would like to be a part of a dynamic team, please submit your cover letter and resume to NachaJobs@nacha.org.

About Nacha 

Nacha governs the thriving ACH Network, the payment system that drives safe, smart, and fast Direct  Deposits and Direct Payments with the capability to reach all U.S. bank and credit union accounts. 

Nearly 27 billion ACH payments were made in 2020, valued at close to $62 trillion. Through problem solving and consensus-building among diverse payment industry stakeholders, Nacha advances innovation and interoperability in the payments system. Nacha develops rules and standards, provides industry solutions, and delivers education, accreditation, and advisory services.

Nacha Core Values 
Nacha has had the distinct honor of being named one of the Best Places to Work in Virginia for three years in a row. 

Being a team member of Nacha means adopting and living our Core Values. As the problem solvers  and consensus builders who enable payments to securely reach virtually every American, WE ACHieve  success through teamwork, commitment and innovative thinking. 

To join Nacha is to exemplify our Core Values by: not sitting on the sidelines but being doers. We don’t shy away from tough problems or long odds — we do what is right, which may not be easy. We foster curiosity and embrace learning to broaden our expertise. We are each great, but together we are better and foster a respectful, diverse and inclusive work culture. And finally, we don’t take ourselves too seriously. We bring our ‘A’ game and still have fun. We celebrate successes and have a friendly and fun work environment.

Nacha provides a competitive, comprehensive benefits package to include: Medical, Dental, Vision, Life insurance, Short- and Long-term Disability, FSA, HSA, 401k with Match, VAC/SICK/HOL, Wellness  Reimbursement and promotes a culture that encourages learning and professional development. 


Nacha is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants  for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.