Customer Service Representative

4 weeks ago

Dallas, Texas, United States FinTech Automation Full time

The Fintech Automation team is seeking a highly skilled Customer Service Representative to provide exceptional support to our clients. As a key member of our team, you will be responsible for answering client inquiries, resolving issues, and educating clients on our site processes and functionality.

Duties and Responsibilities

  • Manage client inquiries regarding account transactions, including deposits and 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.

Requirements

  • 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.

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