Summary:
The Customer Success Specialist supports bank customers by delivering responsive service and guiding clients through their digital banking experience. This role assists with onboarding new personal and business customers, responding to account inquiries, and helping clients navigate online and mobile banking tools. The ideal candidate is detail-oriented, collaborative, and committed to providing excellent customer service.Essential Duties and Responsibilities include the following. Additional duties as assigned.
Customer Support:
Assist with onboarding new personal and business customers and respond to account inquiries through chat, phone, and secure messaging.
Digital Banking Assistance:
Provide support for online banking and mobile applications, helping customers resolve issues and understand available features.
Account Servicing:
Handle customer requests related to personal and business deposit accounts with timely and professional responses.
Product & Policy Knowledge:
Maintain working knowledge of bank products, procedures, and operating systems to support customers effectively.
Team Collaboration:
Work closely with teammates to ensure a consistent customer experience and assist with team initiatives as needed.
Regulatory Awareness:
Maintain awareness of banking regulations including BSA, AML, CIP, and OFAC requirements.
Position Requirements and Qualifications
- Minimum two (2) years of customer-facing experience, preferably in banking or financial services.
- Strong verbal and written communication skills.
- Strong attention to detail and organizational skills.
- Ability to work effectively in a collaborative team environment.
Preferred Qualifications
- Bachelor’s degree.
- Experience with bank operating systems and customer service platforms such as Zendesk.
- Experience supporting small business banking clients.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
Each bank employee must comply with all federal and state regulations, policies, and procedures. This includes all applicable governmental laws, rules, and regulations relevant to their job including all Bank Secrecy Act regulations.