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Member Support Specialist

Job title: Member Support Specialist
Contract type: Freelance
Location: Charlotte
Discipline: Technology
Remote: No
Reference: 414120
Contact name: Laura Yung
Job Published: January 01, 1970

Job description

Member Support Specialist Overview:

As the Member Support Specialist, you will be responsible for providing exceptional customer service to customers via e-mail and phone. You will also be responsible for managing sensitive customer issues, researching optimal solutions, and establishing relationships with customers.

 

Responsibilities:

• Will support email cases for money team- Checkings & Savings accounts for clients

• Helps members with any banking questions/issues

• Manage all escalated cases the tier 1 team can not manage 

• Provide assistance and answer questions, comments, or inquiries and communicate in a timely, friendly, and professional manner

• Identify and analyze sensitive issues and potential escalations, share necessary issues with appropriate teams, and ensure all members receive efficient and comprehensive assistance

• Maintain the highest level of professionalism, exhibit empathy, and provide thoughtful and prompt resolutions

• Present highly strategic and cohesive recommendations for customer inquiries and communicate service trends with the product, marketing, and technology teams

• Research complex and escalated situations and resolve issues professionally and quickly

 

Qualifications:

• Proven related experience

• Strong communication and customer service skills

• Proficient with Microsoft Office Suite

• Banking, retail, customer support experience, or experience resolving tickets preferred 

 MUST have experience using Mac and Google Suite

MUST be vaccinated

MUST be located in the bay area or Charlotte North Carolina

This role is 40 hours a week - 9am-6pm clt hours - or 12pm-9pm clt

must be available to work weekends as they will have to work every other weekend
 

 

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