Client Support Specialist

The Client Support Specialist serves as the primary client contact and proactively manages client relationships by ensuring clients understand and utilize the full array of products and services provided by our client.

1. Essential Functions:

• Ensure all client calls and email requests are responded to appropriately and on a timely basis
• Timely processing of manual invoicing and bank account changes per department standards
• Process all monetary and nonmonetary returns submitted by our processing banks which include client communication tracking and followup.
• Maintain knowledge of Fintech policies products services and internal procedures
• Educate clients on the Fintech website and processes
• Formulate recommendations for system enhancements and process improvements to increase efficiencies with client support department and client enduser experience.
• Assist with updating SOPs and creating training documentation for internal and external use
• Keep management apprised of critical client situations
• Promote positive interactions with all Fintech business units
• Ensure positive client experience through high quality service both written and verbal
• Respond to and resolve complex issues through incident recognition research and resolution
• Capture client information on inbound requests and ensure client issues are documented and escalated appropriately as the situation warrants
  
  

2. Qualifications

• 13 years client service experience
• Positive Interpersonal skills
• Excellent verbal and written communication skills
• Peopleoriented and clientfocused
• Problem analysis and problemsolving
• Solution knowledge
• Strategic thinking
• Detailoriented
• Exceptional organizational skills and the ability to prioritize assignments
• Ability to produce results quickly
• Motivated independent able to work under pressure and meet deadlines
• Must be fluent Windows user with a basic understanding of database operation
• Proficiency in several different software applications (i.e. Word Excel PowerPoint Outlook)
• Project Management and ACH processing a plus
• Experience in helpdesk or ticketing system a plus
  
  

3. Benefits

• Hybrid Work Arrangement
• Employer Matched 401K Matching Up to 10% of Employee Salary
• 100% Company Paid Medical Insurance Option for Employee and Dependent Children
• 100% Company Paid Dental Insurance for Employee
• 100% Company Paid Vision Insurance for Employee
• Company Paid Long and ShortTerm Disability
• Company Paid Life and AD&D Insurance
• Employee Recognition Program
• 18 Paid Vacation Days a Year
• Six Paid Holidays
• Business Casual Dress Code
• Community Outreach Opportunities

Remote Work :

No