The Customer Services specialist is a position that provides support to our Fintech and Bank services clients. They will answer client questions, assist in resolving client issues, educate clients on site processes and functionality and they will support clients with use of the company/client site.
Duties and Responsibilities
- Manage client inquiries regarding account transactions, including deposits, withdrawals, while ensuring compliance and customer satisfaction.
- Provide in-depth product support and research client issues.
- Troubleshoot problems with applications and recommend corrective action.
- Document customer information and log cases for issues
- Acknowledge and maintain ownership of assigned support tickets from inception to closure
- Assist with platform testing to validate configuration changes and planned enhancements prior to rollout
- Work directly with clients to teach new functionality or enhancements after rollouts.
- Maintain awareness of client satisfaction and escalate when and where necessary.
- Optimize operations by balancing quick response times with accurate, solution-focused outcomes.
- Develop and update FAQs to distill product information and customer journey insights, facilitating self-service among users.
- Work closely with product teams, offering refined customer feedback to inform future product improvements.
- Work on ad-hoc special projects as designated by management team
Knowledge, Skills, and Abilities
- Background and/or experience in financial industry client services
- Strong communication and listening skills
- Ability to work well with clients
- Good time management and prioritization skills
- Ability to work with management for escalation items
- Ability to take direction and follow procedures
- Accuracy and attention to detail
- Ability to rapidly learn new procedures and technologies as needed.
- Skill to use a personal computer and various software packages.
Credentials and Experience
- Bachelor's degree in accounting, finance or equivalent
- 2+ years of Customer/Client Services experience
- 1+ years of working in financial services field