[Hiring] Client Success Specialist @Aventra

Role Description

IBT Apps is currently looking to recruit a professional, empathetic, and detail-oriented Client Success Specialist to join our team. This individual will serve as the primary point of contact for customers, providing timely, courteous, and knowledgeable assistance in accordance with established service standards. The Client Success Specialist will ensure client satisfaction through clear communication, prompt issue resolution, and a commitment to excellence.

As a Client Success Specialist, you will:

• Serve as the first line of support for incoming customer inquiries via phone, email, and CRM systems.
• Greet customers professionally and maintain a positive, solution-focused tone in all communications.
• Troubleshoot issues, provide product support, and ensure timely resolution of cases, escalating when necessary.
• Use clear, concise language to guide clients, providing additional resources such as screenshots, documentation, or screen sharing as needed.
• Maintain thorough and accurate documentation of customer interactions and internal actions in case notes.
• Adhere to established response and resolution timeframes.
• Practice empathy, de-escalation, and proactive communication strategies with upset or confused clients.
• Ensure all communications are secure, using encryption when transmitting sensitive information.
• Collaborate with internal departments (Tier 2 support, Development, Operations, etc.) to ensure swift resolution of complex issues.
• Follow escalation protocols responsibly and ensure clients are informed and updated throughout the process.
• Stay informed on system updates and proactively communicate relevant changes or delays to affected customers.

Qualifications

• Academic degrees don’t carry too much weight, but they make statements about your work ethics.
• Strong work ethic and commitment to maintaining high ethical standards.
• Prior banking experience is required.
• A minimum of 5 years of experience at a financial institution is required, including core banking experience with deposit, IRA, CD, and/or loan accounts.
• Strong verbal and written communication skills with impeccable spelling and grammar.
• Ability to maintain professionalism and composure under pressure.
• Strong problem-solving skills and attention to detail.
• Demonstrated ability to manage multiple priorities and meet strict deadlines.
• Prior experience in a customer/client support role preferred.
• Familiarity with financial services or software support environment preferred.