Customer Success Specialist

Robert Half - Fresno, CA

Full-time - Entry Level

Fresno, CA

Administrative and Support Services

About the position

The Customer Success Specialist role is a short-term contract position within the financial services industry, based in Fresno, California. The primary focus of this role is to assist customers in navigating various banking products and services while providing exceptional support through multiple communication channels. The specialist will ensure high service level standards are maintained and will be responsible for onboarding new customers and addressing inquiries effectively.

Responsibilities

• Interact with customers, bank personnel, vendors, agencies, etc., to resolve issues and inquiries in a timely manner.
• Support customers through multi-channel platforms: Emails, Phones, Chat and Video.
• Stay updated with the latest banking products and services and communicate the same to our customers.
• Identify and offer the right product or service to meet customer needs and cross-sell to meet department sales and growth goals.
• Ensure all internal and external service level expectations and standards are met.
• Adhere to the department service level agreements.
• Onboard new customers via web banking applications.
• Review reports daily to assist customers and mitigate risk and potential fraud.
• Assist customers in navigating web, mobile banking, and external services.
• Ensure compliance with all state and federal regulations and internal company policies.

Requirements

• Minimum of 2 years experience in a customer success or client services role
• Proficient in using ADP - Financial Services for customer management
• Experience in using Avaya CMS for client communication
• Efficient in various computer programs for day-to-day tasks
• Proficient in using CRM for customer relationship management
• Familiar with Epic Software for customer support
• Experience in using About Time for time tracking
• Ability to handle and answer inbound calls professionally
• Experience in assisting customers with their queries and issues
• Familiarity with benefit functions for customer support
• Experience in executing billing functions effectively and accurately

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan