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 in the banking industry, focused on maintaining customer satisfaction and ensuring a smooth customer experience. The specialist will be responsible for meeting service level expectations, adapting to new technologies, providing support across various platforms, and representing the bank in the community. This position requires strong communication skills and a commitment to exceptional customer service.

Responsibilities

• Ensuring all internal and external service level expectations are met to maintain a high standard of customer service.
• Adapting to new technologies to meet changing customer needs and improve service efficiency.
• Providing customer support through various platforms including emails, phones, chats, and video calls.
• Championing customer requests and prioritizing duties to create a successful customer service environment.
• Communicating the mission and vision of our bank to both prospective and existing customers.
• Identifying opportunities to add value to our customers by offering the right product or service to meet their needs.
• Cross-selling to existing and prospective customers to meet department sales and growth goals.
• Representing the Bank in the community and demonstrating support of the Bank's mission and community focus.
• Staying updated with banking products and services to provide accurate information to customers.
• Adhering to the department's service level agreements and ensuring compliance with all state and federal regulations.
• Assisting customers in navigating Web, Mobile Banking, and external services.
• Reviewing reports daily to assist customers and mitigate risk and potential fraud.
• Onboarding new products and services for consumer and commercial customers.

Requirements

• Minimum of 2 years of experience in a customer success or related role
• Proficiency in ADP - Financial Services
• Experience with Avaya CMS
• Familiarity with a range of Computer Programs
• Experience with CRM software
• Knowledge of Epic Software
• Proficiency in using About Time software
• Experience in Answering Inbound Calls
• Proven ability to Assist Customers
• Knowledge of Benefit Functions
• Experience in Billing Functions
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to work in a team-oriented setting
• Excellent time management and organizational skills
• Ability to handle multiple tasks and priorities effectively
• Strong customer service orientation and commitment to providing exceptional service.

Benefits

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