Banking Customer Support with Salesforce (Charlotte)

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.