Financial Services Specialist

Job Description:

The Financial Services Specialist delivers fast, professional, and high‑energy customer support by resolving inquiries on the first call whenever possible and ensuring an exceptional customer experience. It also educates customers on products and services, identifies opportunities to meet their financial needs, meets performance goals, and escalates issues that impact service quality.

Main Job Tasks and Responsibilities:

• Quickly and accurately answer customer inquiries in a professional and energetic fashion following our defined Customer Experience Guide.
• Deliver exceptional service to our customer by going out of the way to resolve their issues/concerns. 
• Provide first call resolution - respond to and resolve, during the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs by asking clarifying questions. 
• Identify and offer customers the products and services they need and want to succeed financially.
• Help guide and educate customers about the fundamentals and benefits of products being serviced/offered. 
• Meet and/or exceed established team goals for quality and productivity.
•  Recognize and escalate issues (systematic, product, etc.) that negatively impact the customer experience through the appropriate channel(s). 

Education and Experience:

• Associate or bachelor’s degree. 
• Banking experience required. 
• Customer Support Center experience. 
• General banking industry business knowledge. 
• A plus - Bilingual in English and Spanish – ability to read, write and speak both languages without limitation or assistance. 
• 2+ year of customer service experience. 

Key Competencies:

• Passion for customer experience and for assisting internal/external customers. 
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette, and voice qualities such as tone, inflection and enunciation. 
• Must be passionate about contributing to an organization focused on continuously improving customer experiences. 
• Problem solving ability and customer advocacy.
• Strong computer skills and the ability to utilize multiple computer applications simultaneously.
•  Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information.

Equal Opportunity Employer
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