Member Support Specialist – Banking in Charlotte, North Carolina
THE TEAM YOU WILL BE JOINING:
Dynamic and creative company located in Charlotte, NC, and Headquartered in San Francisco
Dedicated to making financial progress possible for everyone.
National presence providing excellent service to over 60 million members.
Vibrant work environment with a culture founded on collaboration and good energy.
WHAT THEY OFFER YOU:
Fun and optimistic atmosphere, combining all the perks of a tech company with a healthy work-life balance.
Tons of opportunities to take on responsibility and ownership and have a meaningful impact.
You are encouraged to identify opportunities to scale the product, technology, and organization, and then launch them into action.
Having a healthy and happy team is their number one priority- family focused organization.
Free amenities, paid company trips and outings, competitive salary, and generous benefits.
WHY THIS ROLE IS IMPORTANT:
Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
Quickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues on a variety of more complex financial products, services and/or select customer segments.
Drive service level attainment of assigned tickets to organizational standards
Respond to member requests via email, live chats, social channels and/or phone support
Perform root cause analysis of assigned tickets within our client’s banking platform
Effectively engage and partner with internal stakeholders to deliver beautiful member experience
THE BACKGROUND THAT FITS:
2+ years of member success/customer service experience, financial institution preferred
Strong technical acumen and problem solving skills
Excellent customer service skills with a dynamic personality and member-focused approach
Experience using a ticketing platform like Salesforce, Corepro, CPI, etc. strongly preferred (other ticketing tools transferable/service now/ or internally built tools)
Effective and assertive communicator (written and verbal)