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