Position Description: The Client Support Specialist position encompasses a unique combination of client support, problem-solving, financial operations support, technical assistance, and other functions key to our company’s philosophy of providing excellent client service. The Client Support Specialist serves as the primary client contact and proactively manages client relationships by ensuring clients understand and utilize the full array of products and services provided by Fintech.
Essential Functions:
- Ensure all client calls and email requests are responded to appropriately and on a timely basis
- Timely processing of manual invoicing and bank account changes per department standards
- Process all monetary and non-monetary returns submitted by our processing banks which include client communication, tracking, and follow-up.
- Maintain knowledge of Fintech policies, products, services, and internal procedures
- Educate clients on the Fintech website and processes
- Formulate recommendations for system enhancements and process improvements to increase efficiencies with client support department and client end-user experience.
- Assist with updating SOPs and creating training documentation for internal and external use
- Keep management apprised of critical client situations
- Promote positive interactions with all Fintech business units
- Ensure positive client experience through high quality service both written and verbal
- Respond to and resolve complex issues through incident recognition, research and resolution
- Capture client information on inbound requests and ensure client issues are documented and escalated appropriately as the situation warrants
Qualifications:
- Positive Interpersonal skills
- Excellent verbal and written communication skills
- People-oriented and client-focused
- Problem analysis and problem-solving
- Solution knowledge
- Strategic thinking
- Detail-oriented
- Exceptional organizational skills and the ability to prioritize assignments
- Ability to produce results quickly
- Motivated, independent, able to work under pressure and meet deadlines
- Must be fluent Windows user with a basic understanding of database operation
- Proficiency in several different software applications (i.e. Word, Excel, PowerPoint, Outlook)
- Project Management and ACH processing a plus
- Experience in helpdesk or ticketing system a plus
- 1-3 years client service experience
About Fintech:
For over 35 years, Fintech LLC has redefined how over 1.1 million B2B relationships buy and sell goods and services in the retail, hospitality, and alcohol industries. This integrated platform centralizes invoice data and payments, POS and delivery data, product and cost compliance, price book management, and industry market data using AI, seamless integration capabilities, and proprietary automation technology.
Fintech is a Drug-Free Workplace. Fintech is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Fintech’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Positive interpersonal skills
- Excellent verbal and written communication skills
- People-oriented and client-focused
- Problem analysis and problem-solving
- Solution knowledge
- Strategic thinking
- Detail-oriented
- Exceptional organizational skills and ability to prioritize assignments
- Ability to produce results quickly
- Motivated, independent, able to work under pressure and meet deadlines
- Fluent Windows user with basic understanding of database operation
- Proficiency in Microsoft Word, Excel, PowerPoint, Outlook
- Project Management experience
- ACH processing experience
- Experience in helpdesk or ticketing system
- 1-3 years client service experience
What We Do
Fintech (Financial Information Technologies) is a payment and data solution for the alcohol industry. We're dedicated to saving businesses time and money by offering a safe, secure way for alcohol purchases to be paid electronically. Using Fintech’s award winning system, both alcohol distributors and retailers are able to regulate alcohol payments and control purchases. As a result, businesses can ensure invoices are paid on time, utilize detailed reconciliation reporting, and guarantee state liquor law compliance. Immediate Benefits: • Elimination of cash, checks and money orders • Enhanced security and prevention of loss and fraud • Quicker deliveries (time reduced by an average of 15 minutes per delivery) • Electronic invoicing with line-item detail reporting • Analysis of purchase data to help businesses control alcohol spend • Assurance of state liquor law compliance Since its start in 1991, Fintech has been committed to providing the alcohol industry with a superior data and electronic payment service that refines financial security and preserves the integrity of businesses within the structure of the liquor laws governed by each state.
