Remote Support Services Specialist

Cyndx • Janesville, IL

7d • Remote

About The Position

Cyndx is a US-based financial technology and AI company founded in 2013, specializing in using artificial intelligence, machine learning, natural language processing (NLP), and big financial data to enhance M&A sourcing, funding, due diligence, business valuation, and investment research. Their flagship platforms include Finder, Raiser, Scholar, and Valer. Cyndx primarily serves venture capital funds, private equity funds, investment banks, consultants, corporate development teams, and startup founders, highlighting their ability to search millions of companies and generate AI-driven investing insights. The company emphasizes collaboration and innovation driven by its people.

This role is for a Digital Support Specialist who will provide a multi-faceted approach to supporting Launch clients. Responsibilities include monitoring, reviewing, and approving customer applications via retail account onboarding platforms, making sound decisions, mitigating risk, and ensuring Service Level Agreements are met. The specialist will also handle incoming customer phone calls and digital communications, resolve customer issues, perform account maintenance, and provide support for a seamless one-touch resolution. A high level of dedication to excellent customer service via phone and digital channels is required. Schedule flexibility is necessary to meet the needs of a 24/7 Contact Center.

Requirements

• Associate's Degree or equivalent experience in a related field
• 2+ years of relevant experience in the financial industry
• Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role (Bank Teller, etc.)
• Working knowledge of computer hardware and software systems, and diagnostic utilities
• Expert communication and documentation skills, both verbal as well as written
• Strong technical training skills and detail oriented
• Exceptional interpersonal and client engagement skills
• Proven analytical, strong attention to detail and problem-solving skills
• Ability to prioritize work to meet deadlines
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required.

Responsibilities

• Efficiently answer inbound calls, secure messages and other communications from digital bank clients.
• Accurately manage communication for new digital bank customers related to new account onboarding.
• Solve problems and answer questions; listen to and anticipate clients' needs in order to completely and accurately resolve their issue on first contact, reporting problems in systems and identifying client impacting situations proactively.
• Utilize numerous programs and systems to investigate, troubleshoot and resolve client tickets and inquiries.
• Actively participate in testing of bank environments, validation of data and use of systems to adequately verify new code and enhancements are fully vetted.
• Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement.
• Develop oneself professionally by participating in training, engaging in self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills.
• Actively participate in coaching and feedback sessions by setting goals and achieving results.
• Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions.
• Perform all other related duties as required or assigned.

Benefits

• Hourly pay: with a premium for bilingual (English/Spanish) candidates.
• Annual Cash Bonus and Equity Options commensurate with the role level and experience.
• Fully Remote.
• 401(k) plan.
• Insurance - Health, Dental, and Vision.
• Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree