Core System Support Specialist

Job Summary

The Core System Support Specialist (Tier 1) serves as the first point of contact for credit union clients, providing prompt and professional support for core banking software and related systems. This role is responsible for diagnosing, troubleshooting, and resolving issues related to core platform functionality — including member data, transaction processing, account maintenance, and system configurations — while delivering an exceptional client experience.

Supervisory Responsibilities:

None

Duties / Responsibilities:

• Serve as first-line support for credit union clients contacting Blossom via phone, email, or ticketing system regarding core banking software issues and inquiries.

• Troubleshoot and resolve core system issues including member account data discrepancies, transaction processing errors, account maintenance functions, and software configuration questions.

• Guide credit union staff through core software navigation, workflows, and best practices specific to their platform (e.g., Symitar/Episys, Corelation, Jack Henry, Fiserv).

• Accurately log, track, and document all client interactions, issue details, and resolutions in the support ticketing system; escalate complex or unresolved issues to Tier 2 or appropriate internal teams.

• Communicate regularly with members of the support, product development, and quality assurance teams to discuss recurring core system issues and share solutions and best practices.

• Maintain and update the internal client information database and core system documentation.

• Assist with software installation, system updates, and troubleshooting of related core platform components; refer issues beyond scope to appropriate staff.

• Attend training sessions on core software updates, new product releases, and industry changes; assist in developing user manuals and internal knowledge base articles.

• As experience grows, provide end-user training on core software functionality and related hardware or peripheral use.

• Assist individuals with disabilities with use of software and hardware, providing adaptive accommodations as needed.

• Participate in ongoing professional development to stay current with core banking software, credit union operations, and industry trends.

• Perform other related duties as assigned.

Required Skills / Abilities:

• Working knowledge of core banking platforms used at credit unions (e.g., Symitar/Episys, Corelation Teller, Jack Henry Symitar, Fiserv DNA) or demonstrated aptitude to learn quickly.

• Understanding of credit union operations including member accounts, share and loan products, transaction processing, and ACH/NACHA workflows.

• Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.

• Proficient in Google Workspace; working knowledge of SQL and/or XML preferred for core data troubleshooting.

• Excellent communication skills, including active listening and the ability to translate technical information to non-technical users.

• Excellent interpersonal and telephone skills; willingness to have calls monitored for quality assurance.

• Service-oriented with proven ability to resolve client issues professionally and efficiently.

• Ability to maintain professionalism and composure in high-volume or stressful situations.

• Strong problem-solving and troubleshooting skills with excellent written and organizational abilities.

• Effective at managing multiple tasks simultaneously in a fast-paced environment.

• Proven desire to expand knowledge of core banking systems and the credit union industry.

Education and Experience:

• Minimum two years of experience supporting or working within core banking software at a credit union or financial institution, OR two or more years of technical support experience in a software/SaaS environment.

• Financial institution experience — especially in credit unions or with core system platforms — strongly preferred; three years of customer service experience required if no direct financial institution experience.

• Associate’s degree with coursework in information technology, business, or a related field preferred; high school diploma or equivalent required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

What We Offer:

• Health, fully covered: Company-paid medical, dental, and vision insurance.

• Life & AD&D: Company-paid life and accidental death & dismemberment coverage.

• Income protection: Company-paid short- and long-term disability.

• 401(k) with match: Save for the long run, and we’ll match.

• Remote allowance: Cell phone and internet connectivity expenses support.

• Flexible spending: FSA and Dependent Care (DCSA) accounts to stretch your pre-tax dollars.

• Unlimited PTO: Take the time you actually need.

• Employee Assistance Program (EAP): Confidential support for life’s harder moments.

• Supplemental coverage: Voluntary insurance options to round out your plan.