Client SuccessSpecialist
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Serve as the first line of support for incoming customer inquiries via phone, email, and CRM systems.
- Greet customers professionally and maintain a positive, solution-focused tone in all communications.
- Troubleshoot issues, provide product support, and ensure timely resolution of cases, escalating when necessary.
- Use clear, concise language to guide clients, providing additional resources such as screenshots, documentation, or screen sharing as needed.
- Maintain thorough and accurate documentation of customer interactions and internal actions in case notes.
- Adhere to established response and resolution timeframes: initial response within 1 hour and resolution within 48 business hours unless otherwise justified.
- Practice empathy, de-escalation, and proactive communication strategies with upset or confused clients.
- Ensure all communications are secure, using encryption when transmitting sensitive information.
- Collaborate with internal departments (Tier 2 support, Development, Operations, etc.) to ensure swift resolution of complex issues.
- Follow escalation protocols responsibility and ensure clients are informed and updated throughout the process.
- Stay informed on system updates and proactively communicate relevant changes or delays to affected customers.
- Academic degrees don’t carry too much weight with us, but they make statements about your work ethic. You should demonstrate a strong work ethic and commitment to maintaining high ethical standards.
- Prior banking experience is required.
- Strong verbal and written communication skills with impeccable spelling and grammar.
- Ability to maintain professionalism and composure under pressure.
- Strong problem-solving skills and attention to detail.
- Demonstrated ability to manage multiple priorities and meet strict deadlines.
- Prior experience in a customer/client support role preferred.
- Familiarity with financial services or software support environment preferred.
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