Associate Customer Success Specialist

About Us

How This Role Impacts Live Oak and its People

We are on a mission to be America’s small business bank. Our deposits help fund loans for small businesses across the country. As an Associate Customer Success Specialist, you help fuel the growth of small businesses. We believe in treating every customer as the only customer. As a digital bank, our Customer Success Specialists connect to customers across the U.S. by phone and email. Customer Success Specialists promote business for the Bank by building customer relationships and providing white glove service to new and existing customers.

The Associate Customer Success Specialist​ is a designated essential employee and may be required to be available after hours, and to work either in the office or remotely during inclement weather or a disaster scenario.

What You’ll Do at Live Oak

• Maintain knowledge and understanding of bank policies and procedures

• Build expertise of banking products, operating systems, and customer-facing applications

• Assist with new customer onboarding and account application review

• Respond to customer inquiries and assist with deposit account servicing in person, by phone, and online

• Provide customer support with online banking system and mobile application

• Resolve issues with customer’s deposit accounts with a timely, professional, and proficient response

• Assist with additional tasks and projects as needed

How You’ll Do It

• Possess a positive attitude with a genuine interest in helping others

• Demonstrate willingness to learn, accept feedback, improve, and adapt to change

• Demonstrate attention to detail with a high degree of accuracy

• Possess strong verbal and written communication and organizational skills

• Exercise excellent listening skills

• Function as a member of a team and realize all members of the team are vital to its success

• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection, and determent of money laundering or other unlawful activities

Required and Preferred Experience

• Bachelor’s degree or equivalent industry experience required

• 1-2 years customer-facing banking experience strongly preferred

• Customer service experience and strong interpersonal skills required

• Ability to type 40-60 words per minute

• Excellent computer skills including but not limited to Microsoft Word, Excel, Internet browsers, and the ability to learn company utilized web-based systems

• Experience troubleshooting complex technical issues

• Ability to work independently and efficiently in a faced paced environment

• Knowledge of banking regulations preferred

• Previous experience with CRM software is preferred

To Thrive at Live Oak

• Gravitate to Growth – Shows adaptability and support for changes to improve organizational effectiveness.
• Communicate and Collaborate – Communicates clearly and thoughtfully, demonstrating empathy in teamwork.
• Eye of the Tiger – Gets positive results by taking personal responsibility for actions and team outcomes.
• Know Your Business – Curates and maintains a depth of knowledge and skill to perform one’s job effectively.
• Customer at the Center – Provides customers with a personalized experience to achieve exceptional outcomes.

For a detailed overview of our employee benefits please visit: https://www.liveoakbank.com/corporate-social-responsibility/live-oak-bank-employees/

Live Oak Bank is an Affirmative Action and Equal Opportunity Employer, Minorities/Women/Veterans/Disabled. We consider applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran status or disability. Equal access to programs, service and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify human resources at [email protected]

EEO is the Law

Commitment to Diversity
Live Oak Bank is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. This commitment is embodied in company policy and the way we do business at Live Oak Bank and is an important principle of sound business management.

The base pay range for this position is $19.23 - $31.25 per hour. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy. A candidate’s salary is determined by several factors including travel, relevant work experience or skills and expertise.

Please note that we provide at least the minimum requirement of paid sick leave to our employees who reside in states that require employer-paid sick leave, including but not limited to Arizona, California, Colorado, District of Columbia, Maine, Maryland, Massachusetts, Michigan, Nevada, New Jersey, New Mexico, New York, Oregon, Rhode Island, Vermont, and Washington.