Job description
SWIVEL is seeking a talented individual to provide internal and external technical client service support including client relationship management, daily interaction with the financial institutions, and handling complex questions or problems. This position manages support line, and verifies and updates AutoPilot product information.
Why you'll love this role:
In this role, you will have an opportunity to utilize your customer service knowledge on a fast paced team, work independently and work across teams. You will be able to interact with clients by providing support to our products, you will be part of an organization that values your contributions and one that actively works with you to understand your career aspirations and help you attain them.
Essential duties include the following:
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Provides technical support and guidance to clients (Financial Institutions) by answering questions in a professional manner and assisting them with AutoPilot Applications.
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Performs trouble shooting on reported issues and provides technical advise, when needed.
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Works with SaaS applications.
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Resolves inbound cases from email, phone, text and chat. Provides assistance and training to include assisting with procedures, product knowledge, reconciliation assistance and billing questions.
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Makes outbound service calls regarding all AutoPilot Products (Payments (ECM), Portal, Asset Recovery, AutoPilot Software, AP Account Services, Connectors, etc.).
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Creates and maintains client entities/setups, data file transfers and self-service products by updating setups and JSONs to accommodate client’s needs.
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Collaborates with peers, Software Analyst, Accounting, Compliance, Treasury and any other departments to resolve client’s issues.
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Maintains complete ownership of issue from beginning to resolution, including follow up with clients to ensure accurate resolution.
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Performs assessment of vendor applications and documents findings to resolve issues related to supported products.
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Insures compliance with federal and state laws, rules and guidelines by completing daily follow-up per Procedures.
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Creates internal management reports; and assists in special projects as needed.
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Performs all other duties as assigned.
Serious candidates will possess the minimum qualifications:
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High School or GED equivalent required.
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Minimum of two to three (2-3) years of experience performing client support of company products, quality customer service or other related experience required.
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Working knowledge of personal computers to include Microsoft Office skills, including Outlook, Word, Excel and SaaS applications.
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Multi-tasking skills.
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Excellent listening skills.
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Detail oriented.
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Proficient data validation skills.
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Call center or customer assistance skills.
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Excellent organizational skills.
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Excellent verbal and written communication skills.
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Strong analytical and problem resolution skills.
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Able to use basic office equipment, including copy machine, personal computer, and fax.
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Able to sit for long periods of time performing sedentary activities.
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Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
- Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
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