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 non-monetary returns submitted by our processing banks which include client communication, tracking, and follow-up.
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 end-user 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
1-3 years client service experience
Positive Interpersonal skills
Excellent verbal and written communication skills
People-oriented and client-focused
Problem analysis and problem-solving
Solution knowledge
Strategic thinking
Detail-oriented
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 Short-Term 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