Customer Service Representative

2 weeks ago

Berwyn, Pennsylvania, United States Yodlee Full time

Position Overview:


The Yodlee Reporting team is seeking a Client Service Associate to deliver technical assistance for the Yodlee Reporting product.

This role is vital in maintaining exceptional customer satisfaction by providing comprehensive technical support and training on our offerings, characterized by a consultative approach and a strong commitment to client advocacy during issue resolution.

The Client Service Associate fosters robust relationships with clients, beginning with guiding new clients through their transition from implementation to the Advisor Services Team.


Key Responsibilities:


Collaborate with team members to ensure superior customer service when addressing client inquiries via calls and emails within established service level agreements (SLAs).

Deliver support and training to clients on effectively utilizing Yodlee Reporting in their operations, including personalized web training sessions as required.

Provide assistance with website functionality and training for clients regarding all financial reporting requirements.

Work alongside internal teams to address client inquiries and requests accurately and promptly, escalating issues when necessary.

Establish and nurture a positive and professional rapport with clients.

Assist in setting and managing client expectations regarding the completion of tasks.

Enhance and maintain knowledge of products and tools.

Engage in individual or team projects as needed to broaden client support services.

Adhere to and apply Yodlee's legal, compliance, risk, business continuity, and administrative policies within the role and department(s), including timely completion of training and awareness, affirmations, and assessments as required.

As part of this role, you will understand and actively support Yodlee's established corporate business practices, policies, internal controls, and procedures designed to create value or mitigate risk.


Qualifications:
Bachelor's degree in business, finance, or a related field is preferred.
1+ years of experience in the financial services sector in a client-facing capacity, or equivalent educational background.
Strong troubleshooting abilities and experience in issue management are advantageous.

Capability to swiftly comprehend complex situations, deliver quality service, and employ problem-solving skills remotely for clients, while communicating intricate concepts clearly and concisely via phone and email.

Well-developed organizational skills with a keen attention to detail.

Comfortable working under tight deadlines while managing multiple priorities.

Ability to make informed decisions and implement solutions based on a thorough understanding of the financial industry and the company's products, policies, and procedures.

Commitment to maintaining a professional demeanor and courtesy.

A collaborative team player who is eager to build relationships and work both independently and in a team-oriented manner.

A quick learner with the capacity to adapt to new technologies and platforms.

Proficiency in MS Office Suite.


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