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. This position involves adapting to new technologies, providing support through various platforms, and championing customer requests to create a successful service environment.

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.