Customer Service Representative

4 weeks ago

Dallas, Texas, United States FinTech Automation Full time
Job Title: Customer Service Specialist

The Customer Service Specialist is a key role at FinTech Automation, responsible for providing exceptional support to our clients in the Fintech and Bank services sectors.

Key Responsibilities:
  • Manage client inquiries regarding account transactions, ensuring compliance and customer satisfaction.
  • Provide in-depth product support and research client issues to deliver accurate solutions.
  • Troubleshoot problems with applications and recommend corrective action to minimize downtime.
  • Document customer information and log cases for issues, maintaining a high level of accuracy and attention to detail.
  • Acknowledge and maintain ownership of assigned support tickets from inception to closure, ensuring timely resolution.
  • Assist with platform testing to validate configuration changes and planned enhancements prior to rollout, ensuring seamless integration.
  • Work directly with clients to teach new functionality or enhancements after rollouts, providing a high level of customer satisfaction.
  • Maintain awareness of client satisfaction and escalate when and where necessary, ensuring a positive client experience.
  • Optimize operations by balancing quick response times with accurate, solution-focused outcomes, driving business growth.
  • 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, driving innovation.
Requirements:
  • Background and/or experience in financial industry client services.
  • Strong communication and listening skills, with the ability to work well with clients.
  • Good time management and prioritization skills, with the ability to work effectively in a fast-paced environment.
  • Ability to work with management for escalation items, ensuring timely resolution.
  • Ability to take direction and follow procedures, with a high level of adaptability.
  • Accuracy and attention to detail, with a strong focus on delivering high-quality results.
  • Ability to rapidly learn new procedures and technologies as needed, with a strong desire for continuous learning.
  • Skill to use a personal computer and various software packages, with a strong understanding of technology.
Credentials and Experience:
  • Bachelors degree in accounting, finance, or equivalent.
  • 2+ years of Customer/Client Services experience, with a strong track record of delivering exceptional results.
  • 1+ years of working in financial services field, with a strong understanding of the industry and its challenges.

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