Prairie Payments Joint Venture (PPJV) is now hiring a Customer Care Analyst for a full-time remote role.

About PPJV

 In response to the rapidly changing payments landscape and the multiyear Payments Canada modernization initiative, the Centrals of Alberta, Manitoba (CUCM) and Saskatchewan formed a joint venture known as PPJV on behalf of all prairie credit unions. PPJV resources are in year two of moving to a payments as a service (PaaS) model with IBM. They are also intent upon streamlining the payments functions between the three Centrals. The goal is to ensure prairie credit unions are competitive in payments and have access to efficient, cost-effective, modernized payments processing infrastructure.

The Position

This position ensures superior customer service through effective communication and problem-solving as well as the ongoing commitment to a successful resolution of every call.

Key responsibilities also include:

  • Provide first level support of our payment products and services to customers.
  • Troubleshoot, resolve and document customer enquiries.
  • Maintain high standards of customer service.
  • Provide interpretation, guidance and recommendations to customers on procedures and regulations.
  • Maintain records of outstanding and closed customer queries and produce operational metrics and reports.
  • Research and implement best practices to ensure continuous improvement.
  • Update and maintain internal procedures
  • Proactively provide feedback and recommendations to other operational departments on processes and documentation.
  • Support risk management by following established policies, procedures and controls both corporately and within area of responsibility and escalate discrepancies to management.
  • All other duties as assigned.

Position Requirements

  • Grade 12, some post-secondary in a related field, with a minimum of 4 years related experience.
  • Knowledge of Payments Canada rules and standards.
  • Knowledge of payment transactions.
  • Maintain high standards of customer service.
  • Knowledge of the credit union system would be an asset.
  • Able to handle varying and large volumes of customer inquiries with speed and a high degree of accuracy.
  • Basic working knowledge of Microsoft Office 365 (Teams, Word, Excel)
  • Must be bondable.

 This position is currently designated as a remote position. Ideally, candidates will be located in one of our current customer areas of Alberta, Saskatchewan or Manitoba.

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 by end of day Wednesday, January 4, 2023 to Jessica.Cruickshank@cucm.org.

We thank all candidates for their interest; however, only those candidates selected for an interview will be contacted.