Now Hiring - Client Success Analyst Tier 1 in Fort Wayne, IN

Position Overview:

This position demands excellent problem solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. This role, under the supervision, guidance, and ongoing training of Client Success Analyst Tier II and Support Manager, exists to provide outstanding first in-class support to clients. This position requires high quality, detailed work based on established standards, guidelines and procedures. Precise, consistent work output is essential requiring patience and a willingness to handle and complete assigned tasks. Job knowledge and competency is built through structured training, positive and supportive coaching from management and peers, and repetitive job routines and procedures. Under general supervision in a call center environment, a Tier I Client Success Analyst will provide technical assistance and advice to end-users by performing a diagnosis while guiding users through systematic solutions by clearly communicating the aforementioned solutions in a user-friendly, professional manner.

Essential Duties and Responsibilities:

• Use a technical and analytical approach to deliver service and support to end users via remote connections;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical software issues;
• Research required information using available resources;
• Work within established systems, standards, and procedures;
• Identify and escalate priority issues per client specifications;
• Redirect problems to appropriate resource;
• Accurately process and document case transactions using a designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates.
• Participates in after-hours on-call rotation
• Perform other duties as assigned by Tier II Support Analyst or Support Manager.

Job Requirements:

• High school diploma or equivalent required; Associates or higher in Business or Computer Science preferred.
• 2+ years direct customer service in the financial services industry. This should include, but is not limited to credit union or bank operations as a teller, loan officer, ACH processor, etc.
• Ability to communicate clearly via verbal, written or typed media thru a provided telephone and computer.
• Some technical knowledge is a plus; however, a willingness to learn is necessary.

Skill/Ability/Other Requirements:

• Must be passionate about supporting Bradford-Scott’s internal and external clients while effectively assisting in solving problems in a very fast-paced environment without losing sight of details and quality.
• Ability to problem solve: Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Knowledge of relevant software computer applications and equipment.
• Knowledge of customer service principles and practices;
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness;
• Multi-tasking capabilities;
• Maintain effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Clearly conveys and receive information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establish proper courses of action to ensure that work is completed efficiently and on time/within proper time limits.
• Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments

Personal Characteristics:

These are the key values at Bradford-Scott, first and foremost, we’d expect all hires to embody these values:

• Integrity – we do what we say we’re going to do.
• Customer Commitment – We are committed to serving our customers with the highest quality.
• Persistence – We will find answers or create solutions no matter the obstacle.
• Teamwork – We are committed to working together for the common good and believe we can only achieve great things together.
• Make something better, today – We constantly look for ways to improve our products, our customer experience, and our work.
• Fun in the Funds – We are a unique bunch of people that love to work and play together. We make fun a basic part of every day

Job Type: Full-time

Pay: From $19.23 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Fort Wayne, IN 46814: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• financial services industry: 2 years (Preferred)

Work Location: One location