Client Support Analyst

Client Support Analyst

Requirements

• Bachelor’s Degree or equivalent work experience (Req)
• 3-5 years of Customer service, Business process, or Project Management experience
• Experience with Microsoft Office (Outlook, Excel, and Word)
• Prior cash management experience strongly preferred
• Proven customer service/relations skills; strong background and interest in the fields of operations and compliance
• Exceptional communication skills (verbal, written, presentation, and interpersonal)
• Strong analytical and problems solving skills
• Ability to prioritize and resolve multiple inquiries, and use independent judgment

Responsibilities

• Handles the client relationship for all clients via phone, email, online, and existing stakeholder / product channels.
• Troubleshoots and investigates customer issues, working with Operations and onboard new clients.
• Provides passwords, demos, scanner installs and provides client service to internal and external clients.
• Performs pricing analysis, schematics, demos; works with Client Service Onboarding specialists and Origination teams to initiate exception pricing requests.
• Maintains Service Activation requests for existing clients: tracks service activation/maintenance, obtains customer documentation, and appropriate risk approvals, supports vendor testing and activations with business partners; validates end results. Completes fulfillment activities.
• Consult with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment.
• Provides leadership, training, coaching and support for continuous improvement deployments and drives adoption of best practices across functional area(s).

Preferred Qualifications

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.