[Hiring] Support Services Specialist @Cyndx

Role Description

The Digital Support Specialist supplies a multi-faceted approach to providing support for our Launch clients. Responsibilities include:

• Monitoring, reviewing, and approving customer applications submitted through retail account onboarding platforms.
• Demonstrating good decision-making abilities, mitigating risk, and ensuring adherence to contractual Service Level Agreements.
• Fielding all incoming customer phone calls and various forms of digital communication from Cyndx Launch clients.
• Solving customer issues, performing various account maintenance requests, and providing additional support for seamless one-touch resolution.
• Providing excellent customer service both over the phone and through various digital channels.
• Flexibility in schedule to meet the needs of a week Contact Center.

Qualifications

• Associate's Degree or equivalent experience in a related field.
• 2+ years of relevant experience in the financial industry.
• Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role (e.g., Bank Teller).
• Working knowledge of computer hardware and software systems, and diagnostic utilities.
• Expert communication and documentation skills, both verbal and written.
• Strong technical training skills and detail-oriented.
• Exceptional interpersonal and client engagement skills.
• Proven analytical skills, strong attention to detail, and problem-solving abilities.
• Ability to prioritize work to meet deadlines.
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required.

Requirements

• Efficiently answer inbound calls, secure messages, and other communications from digital bank clients.
• Accurately manage communication for new digital bank customers related to new account onboarding.
• Solve problems and answer questions; listen to and anticipate clients' needs to resolve issues on first contact.
• Utilize numerous programs and systems to investigate, troubleshoot, and resolve client tickets and inquiries.
• Actively participate in testing of bank environments and validation of data.
• Monitor Digital Bank applications and make decisions based on structured account onboarding procedures.
• Complete all transactions with accuracy and within guidelines, exercising discretion and independent judgment.
• Develop professionally by participating in training and skill-building activities.
• Proactively engage in job training opportunities through daily functions.
• Perform all other related duties as required or assigned.

Benefits

• Hourly pay with a premium for bilingual (English/Spanish) candidates.
• Annual Cash Bonus and Equity Options commensurate with the role level and experience.
• Fully Remote.
• 401(k) plan.
• Insurance - Health, Dental, and Vision.
• Time Off.