Client Services Team


Client Services Representative – Level 1

FLSA: Non- Exempt
REPORTS TO: Client Service Manager
DEPARTMENT: Client Services



The Level 1 Client Service Representative is responsible for answering incoming calls and triaging the clients need for appropriate resolution and/or escalation. The Level 1 Representative is a client facing support role and supports credit unions as it relates to software inquiries.


  1. Provide day-to-day software support to customers via the telephone. Research problems as necessary and provide resolutions to customers. Escalate calls according to department expectations to Level 2/ Account Executive or other teams as outlined.
  2. Research and document software problems and forward them to Account Executive for processing.
  3. Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.
  4. Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.


  1. High School graduate or equivalent is required.
  2. Experience and skill using CU*NorthWest software to handle day-to-day credit union operations.
  3. Familiarity with credit union operations is preferred.
  4. Excellent verbal communication and telephone skills.
  5. Must be available as assigned during off-hours to assist with any problems encountered by clients.
  6. Ability to use discretion when dealing with sensitive or confidential data.


CU*NorthWest operates in a professional office building setting.  Some job assignments at CU*NorthWest are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*NorthWest is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.