Client Support Specialist 7+ months (Temp to Perm) Hartford, CT In this position, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will educate clients on a the P24 project; ROBO Data Center Migration to Johns Creek Data Center. You will be responsible for educating our clients on various aspects of the project including client responsibilities, project timelines, client publications, client testing and other important aspects of the project. You will also have responsibility to train our P24 customer support team and work closely with our P24 Project Manager, technical support associates and service notification team. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.
You will identify opportunities to improve the client experience that will drive business results.
ABOUT THE BUSINESS:
Bank Solutions delivers comprehensive bank platforms and valuable products and services for community, mid-tier, and large financial institutions.
Bank platforms Cleartouch, DNA, Precision, Premier, Signature enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.
YOUR ESSENTIAL JOB RESPONSIBILITIES:
You will work directly with clients, training and holding workshops via Webex or a web-based instructor-led tool on the project so they have a full understanding of the project which will lead to a successful migration. You are responsible for sharing best practices and recommendations.
Facilitate regularly scheduled training/workshop sessions for clients in small and large group settings.
You will have the opportunity to work collaboratively with other training specialists, instructional designers, technical writers and registrars to meet the highest quality standard in client education.
You are a person who exhibits a passion for learning and teaching, who steps into the client s shoes to understand the clients need and holds yourself accountable to commit with high quality.
Assist in the development or maintenance of learning materials.
Works primarily within direct Client Services team. Interacts and works in partnership with other provided contacts.
Ensures successful and timely completion of assigned special projects and requests.
Effectively organize and present information to Subject Matter Experts.
Utilize the tools and systems provided to complete assigned responsibilities
Attain a general knowledge of select products within a designated domain and basic knowledge of products that interface with your designated product domain.
Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application, browsers, Operational systems or operational) problems.
Weekend work may be required as well as after hours if production issues occur or validation and testing required.
Performs other duties as required, e.g. client support calls
QUALIFICATIONS: Education & Experience
High School Diploma required
1-2 years of training experience
1-2 years of phone support or equivalent experience with client support
1-2 years of banking experience preferred
Proficient in Microsoft Office products, video editing, Webex and other related development tools
Skills, Knowledge, & Abilities
Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case).
Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.
Collaborative: Actively engage with others to help the team succeed. Actively listen as well as share ideas and workload respectfully.
Innovative: Evaluate everything we do and create with an innovative mindset looking for ways to support our clients and improve our processes.
Life-long learning/teaching: Always looking for new opportunities to learn and own your development plan. Consistently share what you know and have learned with others to build up the skill sets of the entire team.
Result Orientation: Ability to organize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
Leadership: Ability to influence clients effectively.
Positive and passionate: Maintain an infectious Can Do attitude that is fueled by a passion for our clients and our work.
Industry Knowledge: Basic understanding of the banking/financial services industry.
Technical Knowledge: Ability to use summarization and simplification techniques to explain technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software and telecommunications components to meet customer requirements.