Customer Service Specialist - Banking Technology

Primary Objective:

The Customer Service Specialist is responsible for the proper deployment and first-level support of banking software products and solutions. This role focuses on delivering exceptional service to clients by addressing inquiries, resolving issues, and ensuring customer satisfaction through technical expertise and a proactive approach to problem-solving.

Main Duties and Responsibilities:

Customer Support & Issue Resolution:

• Take ownership of the technical and functional delivery of the company’s products.
• Identify, classify, and provide guidance on issues reported by the customer’s help desk.
• Conduct root-cause analysis and recommend appropriate solutions.
• Provide detailed environment information to assist clients’ IT teams with change management.
• Review and classify minor application or solution enhancement requests.
• Gather and document business requirements from users.
• Assist in deploying enhancements and updates in client environments.
• Monitor performance, uptime, and usage of services related to supported applications.
• Handle data and application migration, including data remediation and fixes.
• Perform final testing to ensure products meet business requirements.
• Coordinate resource availability for new product installations and configurations.
• Plan and execute product delivery in alignment with client requirements.

Team Collaboration & Documentation:

• Conduct training on new features or enhancements to ensure client readiness.
• Maintain and update training manuals according to evolving business needs.
• Create FAQs, user guides, and presentations for new or updated products.

Product Knowledge & Customer Retention:

• Develop deep knowledge of all supported products to provide accurate assistance.
• Handle complaints and provide solutions within agreed SLAs.
• Adhere to client working hours and observe their holiday schedules.
• Identify ways to improve customer satisfaction and enhance loyalty.
• Recommend service improvements to boost overall client experience.
• Follow up post-interaction to assess satisfaction and provide further support.