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Customer Experience Specialist

at Southern Bancorp in Little Rock, Arkansas, United States

Job Description

Our mission at TeamWALT (a digital division of Southern Bancorp Bank) is to provide mobile financial services “for the rest of us.” Creating alignment with Southern Bancorp and their mission allows us to work with and for those who have inadvertently been left out of the financial system. Our vision is to be a business innovation platform from which, dozens of highly focused, problem-solving solutions are discovered, designed, developed, and delivered. The team will work rapidly and at scale for our target customer groups and markets consistent with Southern Bancorp’s mission.  

At TeamWALT, we're looking for people with kindness, positivity, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out. At TeamWALT, we welcome diverse perspectives from people who think rigorously and aren't afraid to be innovative and challenge assumptions.

Role:

As a Customer Experience Specialist, you are the voice of our product solutions and will be responsible for building trust with our users.  This position serves to support our digital product solutions while working cross-functionally with our Product, Risk, Fraud, & Compliance teams to build processes and resolve customer issues with urgency and care.  You will handle customer conversations, phone calls, help tickets, and social media messaging. Simultaneously, you’ll build and improve our customer experience to preemptively address customer concerns before they happen.

***Offer letters will require new hires to show proof of receiving their first COVID-19 vaccine prior to starting or proof of previous vaccination. You are not required or encouraged to discuss or disclose your vaccination status during the interview process and prior to receiving an offer of employment

Customer Experience Specialist Responsibilities:

  • Achieve an exhaustive understanding of our product(s) and platforms
  • Provide outstanding quality customer support with a high degree of customer satisfaction, proactive solutions, functional and technical expertise, as well as thorough and timely response to customers, via help tickets, email, and sometimes phone
  • Perform excellent analysis, assessment, and troubleshooting with the ability to know when to escalate to additional support staff
  • Achieve  and maintain proficiency with the capabilities of the help ticket platform as well as communicating system and software changes for full optimization and utilization of the platform
  • Maintain of existing knowledge base articles and development of new Knowledge base articles, tutorial videos, etc. for new products
  • Develop and maintain trustworthy and meaningful [RK2] customer relationships that people love
  • Act as a primary contact for customers regarding technical and “how to” issues
  • Assist customers by providing training over the phone as needed and explaining additional functionalities that customers may not be currently using
  • Occasionally lead beta testers in trainings 
  • Document software defects and works with internal departments to escalate or resolve them
  • Be the voice of the customer internally and champion of our products externally
Characteristics of a successful Customer Experience Specialist: 
  • 1-3 years of experience in customer service field: You must have experience working with customers, strong interpersonal skills that give you the ability to work with people with a variety of skills sets
  • Banking/Finance knowledge is a plus 
  • Experience with Zendesk, Helpcrunch or similar tools
  • Exceptional communication skills: You understand that effective communication is about more than what you say, it’s about taking the time to listen and understand. You can make complicated concepts sound easy or describe in detail the simplest of interactions
  • Enjoy solving technical problems: You won’t need to know how to code, but terms like HTML, CSS, and JavaScript shouldn't be foreign to you. You can quickly learn complex procedures, troubleshoot potential bugs on the fly, and visualize customers’ screens from their description alone
  • An empathetic desire to help: For you, a new inquiry isn't just a case to close, but an opportunity to understand someone's story and make their life better
  • Be a self-starter with a strong sense of urgency and accountability
     

This position has opportunity to advance into a lead or management position if you are committed to leveraging your skills, motivation, and creativity to ensure the success of both our customers and our company.

What we offer our employees:

A positive impact on Your Future:

  • 401(k)/Roth plan with immediate eligibility and employer match up to 6%
  • Employee stock ownership plan
  • 1% employee home loan
  • Credit and housing counseling as well as free financial education tools available to customers and employees

 Benefits to improve your health:

  • No deductible medical insurance plan
  • Dental and vision insurance
  • Employer paid life and long term disability insurance
  • Flexible Spending Accounts

 The opportunity to nurture your well-being:

  • Paid holidays for full-time staff
  • Bonus plan for all full-time staff
  • Opportunity for merit raises
  • Employee reward and recognition programs
  • Community service opportunities

 

TeamWALT (a digital division of Southern Bancorp Bank)  is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability.  

As a Community Development Financial Institution, Southern Bancorp desires for its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions. Therefore, we strongly encourage applications from people with these identities or who are members of other marginalized communities.

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Job Posting: 3137384

Posted On: Nov 19, 2021

Updated On: Dec 31, 2021