Customer Success Specialist - Little Rock, AR

Southern Bancorp•Little Rock, AR

4d•Onsite

About The Position

Southern Bancorp is more than a bank. As a Community Development Financial Institution (CDFI), a special certificate on designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals. This role supports our digital banking product, Elevault and is part of the Product Team. This is not a branch-based banking position and does not involve traditional teller or personal banker responsibilities. Role Overview As a member of the product team, the Customer Success Specialist is laser focused on understanding, documenting, and representing the voice of the customer. The Customer Success Specialist will handle customer interactions through phone calls, help tickets, and social media messaging while building processes to effectively resolve customer issues with urgency and care. Additionally, you will work to identify trends and make recommendations to the Product team for application enhancements that alleviate customer pain points. What you bring to this role: Collaborative approach. You look to bring people together to solve problems rather than thinking for yourself User-first. You always prioritize the user and make sure the products you help build are both valuable and usable Data driven decisions. Every decision is backed by data (both quantitative and qualitative). You take a learn-test-measure approach Execution. You are responsible for being the bridge from the customer to the Product team, ensuring the product continues to add value to our customers and the business.

Requirements

Strong and creative communication skills
Analytical thinker with ability to employ data driven decision making
Ability to work effectively in a cross-functional, team-based Agile environment
Proficient in Social Media Platforms
Proficient in Microsoft Office Suite
Mobile Device Proficiency (iOS and Android)

Nice To Haves

Experience in banking and/or fintech industry
Proficient in CRM tools
Experience with Zendesk, Intercom, or similar tools

Responsibilities

Attain an exhaustive understanding of our products and platforms
Provide quality customer support via help tickets, email and/or phone calls by providing proactive solutions and technical expertise in a timely manner to help customers achieve their desired outcomes
Provide training and educational resources to customers to ensure they are utilizing our products and services effectively
Monitor and analyze customer usage data to identify trends and proactively provide recommendations and solutions to customers
Document software defects and works with internal departments to escalate or resolve them
Develop knowledge base articles and tutorials for our products
Collaborate with cross-functional teams to resolve customer issues and ensure customer success
Develop and maintain customer success metrics and report on progress to stakeholders
Be the voice of the customer internally and champion of our products externally
Conduct other assignments which assist in carrying out the mission of the team

Benefits

401(k)/Roth plan with immediate eligibility and employer match up to 6%
Employee stock ownership plan
Discounted rate on primary home mortgage
Credit and housing counseling as well as free financial education tools available to customers and employees
Two medical plans available – low-deductible PPO plan or HDHP with Health Savings Account
Dental and vision insurance
Employer paid life insurance, and short- and long-term disability coverage
Retirement plan with generous company match and employee stock purchase option
Voluntary life insurance options for employee, spouse, and children
Paid holidays and paid time off
Bonus plan
Opportunity for merit raises
Employee reward and recognition programs
Community service opportunities