Fintech Company
Charlotte NC
HYBRID- 3 days onsite 2 days remote
Needed ASAP
6 month Contract+
Pay Rate 22. hr
Customer Service – MUST HAVE BANKING EXPERIENCE IN CUSTOMER SERVICE WITH BANKING and MUST HAVE SALESFORCE EXPERIENCE
The qualified Member Support Specialist candidate is a part of ***’s Member Success Team and will provide proactive member support for our most impactful products and services. This member- focused team player provides escalated application support and will be dedicated to resolving complex and/or priority member support issues while enabling product awareness and visibility. Performance is determined by our member experience along with the successful uptake of services and is measured by
the ability to engage with members on a proactive basis across multiple channels.
What You Get To Do:
● Become a Subject Matter Expert (SME) in evolving services and products to provide consistently
excellent support to our members
● Respond to prioritized member requests across multiple channels, including email, chat, social
and/or outbound phone support and enable cross-product member visibility
● Remote support for vendor partners to enable ongoing growth and a reduced escalation rate
● Partner with cross-functional teams to identify and prioritize members with intent to engage with
our services, identify issues/feature requests and documentation or training requirements
● Other assigned tasks as needed to perform in this role.
Our Ideal Candidate:
● 2-3 years of graduated member support service experience, financial institution preferred.
Experience with product value add product/service awareness a plus
● Excellent customer service skills with a dynamic personality and member-focused approach who
rejoices in member and team success
● Proactive peer mentor who identifies opportunities and takes initiative or ownership to address
● Proven experience in resolving complex customer issues and managing escalations with internal
and external teams
● Effective communicator in both verbal and written communication. Excellent organization, detail
oriented and high level of accuracy.
● Must be flexible and adaptable to work in a rapidly evolving environment
● Preferred experience with industry-standard case management tools (SFDC), bug tracking tools
(JIRA), and reporting analysis to perform day-to-day support optimization and prioritization.
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