Customer Support Coordinator - Advanced Banking Group

Southington, CT, USA Req #288
Thursday, January 7, 2021
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…


Customer Support Coordinator to provide frontline customer support to our clients. This role supports our clients' Online Banking Systems by answering department phone calls and acknowledging emails, focused on the coordination of customer inquiry resolution within a collaborative team environment.


What’s in it for you…


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

  • A customized training plan to successfully onboard you through your first year
  • 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…

  • 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 communicate resolution to client based on service level standards. Research customer issue by reviewing system documentation, user manuals and industry periodicals/websites
  • Collect information, troubleshoot problems and develop solutions for routine issues
  • Schedule input of all specification changes. Assure that logging forms are completed properly and validate accuracy of maintenance performed
  • Research customer issue by reviewing system documentation, user manuals and industry periodicals/websites as well as application testing
  • Provide a positive customer service experience for all of COCC clients


What you bring…

  • Bachelor’s degree in business, MIS, IT, or equivalent work experience
  • One year operations / technical experience in banking, finance, or insurance industry preferred
  • Ability to work independently and as part of a team; strong problem solving skills and attention to detail
  • Excellent customer service skills required
  • Ability to communicate effectively with all levels of staff and management both verbally and in writing
  • Ability to multitask
  • Knowledge of financial services terminology and operational procedures
  • Proficient in Microsoft Office programs; SQL or similar language 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.  

AccessibilityIf you’re a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing Please specify the help you need and we’ll be happy to get back to you! 

  • Southington, CT, USA