Customer Success Specialist
2 weeks ago
Responsibilities:
• Ensure all service level expectations and standards are met both internally and externally.
• Stay adaptable to new technologies and changing customer needs.
• Provide multi-platform support to customers including Emails, Phones, Chat, and Video.
• Advocate for customer requests and concerns and swiftly resolve issues.
• Communicate the mission and vision to our prospective and existing customers.
• Identify opportunities to add value to customers by offering the right product or service to meet their needs.
• Assist in outbound sales efforts to meet department sales and growth goals.
• Represent the team professionally in the community.
• Keep up-to-date with banking products and services.
• Adhere to the department service level agreements.
• Onboard new customers via Web Banking applications.
• Suggest and implement approved techniques to enhance current department procedures and efficiencies.
• Interact with customers, bank personnel, vendors, agencies, etc., to resolve issues.
• Follow up with customer inquiries and provide solutions in a timely manner.
• Assist customers in navigating Web, Mobile Banking, and external services.
• Review reports daily to assist customers and mitigate risk and potential fraud.
• Ensure compliance with all state and federal regulations and internal company policies.• Possess a minimum of 2 years of experience in a customer success role.
• Proficiency in ADP - Financial Services.
• Experience with Avaya CMS.
• Solid computer program skills.
• Familiarity with CRM.
• Knowledge of Epic Software.
• Experience with About Time software.
• Proven track record of answering inbound calls.
• Ability to assist customers effectively and efficiently.
• Experience with benefit functions.
• Understanding of billing functions.
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