Client Outreach Specialist

Fintech•Tampa, FL

About The Position

The Client Outreach Specialist position encompasses a unique combination of client education, problem-solving, proactive actions, technical assistance, and other functions key to our company’s philosophy of providing excellent client service. The Client Outreach Specialist serves as the primary client contact, in conjunction with the Onboarding Manager during the onboarding phase of new clients as well as existing clients adding new products or services. They proactively manage client relationships by ensuring clients understand and utilize the full array of products and services provided by Fintech.

Requirements

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)
1-3 years client service experience

Nice To Haves

Experience in helpdesk or ticketing system a plus

Responsibilities

Maintain high–touch relationships with clients to ensure understanding and utilization of new Fintech products or services
Partner with internal stakeholders (Product, Dev, Management) to provide Client feedback.
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 services departments and client end-user experience.
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
Ensure all client calls and email requests are responded to appropriately and on a timely basis
Provide high-level technical and product support for new products or initiatives
Other tasks as assigned