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Customer Success Associate

2 months ago

Wilmington, North Carolina, United States Live Oak Bank Full time
About Live Oak Bank

Live Oak Bank is a pioneering digital banking institution dedicated to serving small business owners nationwide. Our innovative approach to service and technology drives our mission to be recognized as America's Small Business Bank. We offer a range of products designed to assist customers in purchasing, building, and expanding their businesses, while our high-yield savings and CD offerings help them grow their hard-earned funds. At Live Oak, we prioritize the well-being of our employees, recognizing that they are the core of our organization. Our commitment to our customers and our culture is deeply intertwined, and we seek individuals who embody the spirit of empowering the American dream.

Role Impact

As part of our mission to support small businesses across the country, the Associate Customer Success Specialist plays a crucial role in fostering growth. We believe in treating every customer as if they are our only customer. In this digital banking environment, our Customer Success Specialists engage with clients nationwide through phone and email communication. They are responsible for promoting the Bank's services by nurturing customer relationships and delivering exceptional service to both new and existing clients.

Essential Responsibilities
  • Maintain a comprehensive understanding of banking policies and procedures.
  • Develop expertise in banking products, operational systems, and customer-facing applications.
  • Assist with onboarding new customers and reviewing account applications.
  • Address customer inquiries and provide assistance with deposit account services through various channels.
  • Support customers with our online banking platform and mobile application.
  • Resolve issues related to customer deposit accounts promptly and professionally.
  • Contribute to additional tasks and projects as required.
Qualifications and Skills
  • Possess a positive attitude and a genuine interest in assisting others.
  • Exhibit a willingness to learn, accept feedback, and adapt to change.
  • Demonstrate meticulous attention to detail and accuracy.
  • Possess strong verbal and written communication skills, along with organizational abilities.
  • Exhibit excellent listening skills.
  • Collaborate effectively as part of a team, recognizing the importance of each member's contribution.
  • Adhere to regulatory requirements, including those related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC, to help identify and prevent unlawful activities.
Preferred Experience
  • Bachelor's degree or equivalent experience in the industry.
  • 1-2 years of experience in customer-facing banking roles is strongly preferred.
  • Demonstrated customer service experience and strong interpersonal skills.
  • Typing proficiency of 40-60 words per minute.
  • Proficient in computer applications, including Microsoft Word, Excel, and internet browsers, with the ability to learn company-specific web-based systems.
  • Experience in troubleshooting complex technical issues.
  • Ability to work independently and efficiently in a fast-paced environment.
  • Knowledge of banking regulations is preferred.
  • Previous experience with CRM software is advantageous.
Core Values
  • Adaptability - Embrace change to enhance organizational effectiveness.
  • Effective Communication - Communicate clearly and empathetically in teamwork.
  • Accountability - Take personal responsibility for actions and team outcomes.
  • Business Acumen - Maintain a deep understanding of the business to perform effectively.
  • Customer-Centric Approach - Deliver personalized experiences to achieve outstanding results.

Live Oak Bank is an Affirmative Action and Equal Opportunity Employer, valuing diversity and inclusion in the workplace.