Client Outreach Specialist

Fintech • Tampa, FL

5d

About The Position

The Client Outreach Specialist combines client education, problem-solving, proactive outreach, and technical assistance to deliver excellent client service. The role serves as a primary client contact, working alongside the Onboarding Manager during onboarding for new clients and when existing clients add products or services. The specialist proactively manages client relationships to help clients understand and use Fintech’s products and services.

The position also provides high-level technical and product support for new products and initiatives, responds to and resolves complex client issues, documents and escalates requests as appropriate, and communicates with internal stakeholders about client feedback. The specialist maintains knowledge of company policies, products, services, and procedures, and recommends system enhancements and process improvements that improve efficiency and the client experience.

Requirements

• 1–3 years of client service experience.
• Positive interpersonal skills.
• Excellent verbal and written communication skills.
• People-oriented and client-focused approach.
• Problem analysis and problem-solving skills.
• Knowledge of solutions.
• Strategic thinking.
• Attention to detail.
• Exceptional organizational skills and ability to prioritize assignments.
• Ability to produce results quickly.
• Motivated and independent, with the ability to work under pressure and meet deadlines.
• Fluent Windows user with a basic understanding of database operation.
• Proficiency with several software applications, such as Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Experience with a helpdesk or ticketing system.

Responsibilities

• Maintain high-touch client relationships to promote understanding and use of new Fintech products and services.
• Partner with internal stakeholders, including Product, Development, and Management, to provide client feedback.
• Maintain knowledge of Fintech policies, products, services, and internal procedures.
• Educate clients on the Fintech website and processes.
• Recommend system enhancements and process improvements to improve client-service efficiency and the end-user experience.
• Keep management informed about critical client situations.
• Promote positive interactions with all Fintech business units.
• Deliver a positive client experience through high-quality written and verbal service.
• Recognize, research, and resolve complex issues.
• Capture client information on inbound requests and document and escalate client issues as appropriate.
• Respond appropriately and promptly to client calls and email requests.
• Provide high-level technical and product support for new products or initiatives.
• Perform other tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed