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Senior Customer Resolution Specialist

2 months ago

Malvern, Arkansas, United States BM Technologies, Inc. Full time
Job Overview

Position: Executive Response Team Specialist

Work Arrangement: Remote

Position Summary:

The Executive Response Team Specialist serves as the ultimate point of contact within our dedicated customer service team. This role is pivotal in delivering support through various channels including phone, email, and chat, while fostering enduring relationships with both existing and prospective clients. The specialist will report directly to management, ensuring that all customer concerns are addressed promptly and with empathy. Additionally, this position will collaborate with internal teams to resolve any regulatory complaints raised by customers.

The specialist will engage across multiple business sectors within BM Technologies, Inc., acting as a subject matter authority on all escalated customer matters. They will liaise with customer care managers to analyze escalation patterns, aiming to refine processes that enhance the customer experience. Our goal is to transform frustrated consumers into satisfied clients who appreciate a transparent and seamless banking experience.

*This role is available for qualified remote candidates.

Key Competencies Required:

  • Ownership of complex customer issues, ensuring resolution of all banking-related complaints.
  • Engagement with customers to address their concerns, taking full responsibility for escalated matters.
  • Setting clear expectations for both customers and the organization regarding issue resolution.
  • Capability to manage multiple client portfolios effectively.
  • Providing resources and support for issue resolution.
  • Maintaining consistent communication regarding status updates and next steps for all stakeholders.
  • Advocating for customer issues to management when necessary.
  • Strong written and verbal communication skills to facilitate collaboration with customer care leaders and clients.
  • Coordinating efforts among relevant teams to resolve issues impacting product success.
  • Supporting management in identifying resource needs and overseeing issue resolution processes, including:
    • Organizing internal meetings to address customer issues.
    • Keeping detailed records of issues and complaints.
    • Creating executive summaries and providing updates for senior leadership.
  • Identifying opportunities for process enhancements to improve service quality.
  • Recommending and implementing training initiatives as needed.
  • Maintaining knowledge of company systems and assisting with system transitions as required.
  • Contributing to a positive and respectful workplace culture through open communication.
  • Exhibiting an entrepreneurial mindset, continuously seeking growth and improvement.
  • Participating in special projects and performing additional responsibilities as assigned.

Essential Qualifications:

  • High school diploma, associate's degree, or bachelor's degree.
  • A minimum of two years of professional experience in customer service.
  • Exceptional communication skills, both written and verbal.
  • Ability to remain composed when dealing with dissatisfied customers.
  • Strong attention to detail.
  • Capability to maintain action items and expectations in escalated situations.
  • Ability to coordinate efforts among teams, influencing without direct authority.
  • Well-organized, adaptable, and able to manage multiple accounts in a fast-paced environment.
  • Strong problem-solving abilities.
  • Ability to work collaboratively in a team and independently.
  • Willingness to thrive in a dynamic and unpredictable environment.
  • Passion for working in a company that is innovating within the financial services sector.
  • A positive and proactive attitude.
  • Commitment to learning and maintaining expertise in products, services, and processes.
  • Experience in a banking environment.
  • Familiarity with video conferencing tools.
  • Experience as a final point of contact for resolution.