Prairie Payments Joint Venture

Senior Client Services Coordinator

Senior Client Services Coordinator

COMPANY OVERVIEW

The Prairie Payments Joint Venture (PPJV) is a joint venture owned by three Prairie centrals created to digitally transform and modernize payment services for credit unions in the Prairies. PPJV’s goal is to ensure prairie credit unions are competitive in payments and have access to efficient, modernized payments processing infrastructure.

ROLE SUMMARY

The Senior Client Services Coordinator at Prairie Payments Joint Venture (PPJV) plays a pivotal role in delivering exceptional customer service, coordinating efficient workflows, and supporting team performance. This position supports PPJV’s customer service functions relating to the payments processing and support administration of fraud alert services and exception type inquires relating to payment.  This role will support the Manager, Client Services, with workflow and providing feedback and coaching to team members. This position will address complex customer inquiries and ensure that client service standards are upheld through effective communication and appropriate problem resolution.

KEY RESPONSIBILITIES

Customer Support and Issue Resolution:

  • Provide support for PPJV’s products and services that are escalated, addressing customer inquiries via telephone, email, and chat as the Single Point of Contact (SPOC)
  • Troubleshoot, resolve, and document complex customer issues requiring customized solutions
  • Analyze customer service needs and coordinate with relevant departments to ensure timely resolution
  • Identification of production issues that require incident management, internal and client communications

Team Coordination and Performance Management:

  • Monitor and manage the workflow of the client services team, ensuring service volume and quality standards are met
  • Provide input for performance reviews and assist in coaching and training team members to enhance efficiency and customer satisfaction
  • Identify opportunities for operational improvements and implement solutions
  • Troubleshoot and resolve issues escalated from team members and provide hands on support for the team when needed
  • Support the manager during vacations or out office times

Fraud Services Support:

  • Act as a key contact for fraud-related inquiries, providing support and coordinating fraud services with credit unions.
  • Monitor fraud detection tools and relay suspicious activity notifications to relevant stakeholders.

Administrative and Compliance Tasks:

  • Maintain accurate records of customer inquiries, outstanding issues, and operational metrics
  • Ensure compliance with established policies, procedures, and regulatory requirements, escalating discrepancies as necessary
  • Trend analysis of incidents – identification of situation(s) that may be affecting credit unions and subsequent updates
  • Collaborate with internal teams to identify and implement service improvements and best practices
  • Support risk management efforts by adhering to fraud prevention protocols and operational controls
  • Participate in cross-functional and cross training within the Client Services and Operations Department
  • Perform all other duties as assigned to support the organization’s objectives

EXPERIENCE AND SKILLS

  • Education and Experience:
    • Bachelor’s degree in Business Administration, Finance, Banking, or a related field
    • Minimum of 5-7 years of experience in client services, financial services, or a related area
  • Technical and Industry Knowledge:
    • In-depth knowledge of Canadian Payment Association (CPA) rules and standards, as well as electronic banking transactions
    • Experience supporting Automated Funds Transfer (AFT) processes for credit unions/banking institutions
    • Strong understanding of fraud services, including detection and prevention techniques
  • Skills and Abilities:
    • Proven ability to handle high volumes of customer inquiries with speed and accuracy
    • Demonstrated experience in team coordination, workflow management, and providing performance feedback
    • Excellent problem-solving and decision-making abilities
    • Strong communication skills, both verbal and written
    • Proficiency in Microsoft Office Suite and customer relationship management (CRM) applications

RELATIONSHIPS:

  • Internal: Collaborate closely with the Client Services team, Fraud Desk, and other operational departments
  • External: Engage directly with credit unions, financial institutions, vendors, and affiliates

This role is ideal for an experienced client services professional who thrives in a fast-paced financial environment and is committed to delivering exceptional customer experiences while driving operational efficiency.

THE ENVIRONMENT

PPJV is a fast paced and focused environment where employees and contractors share the mission to deliver efficient, cost effective, modernized payments processing to prairie credit unions.

Interested candidates are asked to submit a resume & cover letter via this link by 11:59 PM on June 27, 2025.  We thank all candidates for their interest; however, only those candidates selected for an interview will be contacted.

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