Full-Time Client Service Specialist – Triage
Job Description
Nymbus helps banks and global financial services organizations transform their capabilities and drive value in today’s digital marketplace.
At Nymbus, we believe when you set off on the path to innovation you should feel excitement and confidence, not fear and dread. With Nymbus we are bringing delight back into the banking process. We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers.
The journey to growth begins with doing something different. And that journey starts with the great people that make Nymbus. Thank you for considering and entrusting Nymbus to be the catalyst that helps take your career through your next chapter.
WORK ENVIRONMENT:
We are a remote first company. This role, as most of our positions, is remote. You may be required at times to visit client sites or attend meetings at designated locations.
POSITION SUMMARY:
The Specialist will assist clients with system issues via phone and ticket support. This position serves as the primary point of contact for clients, and has a key role in helping clients quickly resolve their application issues (system defects, instruction, etc.). This position will also support system testing, training clients and support our Implementation Consultants as needed. The Specialist will be an advocate for our clients as well as NYMBUS.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
- Support ongoing client operational issues by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
- Analyze and conduct root/cause analysis on incidents reported by our clients.
- Effectively document all tickets with a clear understanding of the issue at hand with the clear steps to reproduce.
- Monitor ticketing queue and assign incoming tickets to the appropriate area while adhering to the SLA’s set forth by our Rules of Engagement.
- Communicate progress and any potential problems to management for awareness and/or resolution.
- Ensure that all outgoing CashLetters have been processed and sent to the Fed by the appropriate time for our brick and mortar clients.
- Test new features and functionality of the SmartCore product suite.
- Write procedures to further advance the Triage Team.
- Support and Train new team members.
- Maintain flexibility in schedule to allow for occasional travel. – less than 10%
- Assist in an on-call rotation for after hour issues for our clients.
- Perform all other related duties as required or assigned.
QUALIFICATIONS:
- Bachelor’s degree in related field or equivalent experience
- Knowledge of customer service techniques and standards
- Proven development and motivational skills
- Several years of banking experience preferred specializing in Deposits, Loans, GL or Back Office Operations
- Strong familiarity with call center or operations support management hardware/software
- Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and G-Suite Products
- Strong verbal and written communication skills internally and externally
- Diligent Time Management and analytical skills
- Process and detail oriented
- Ability to travel occasionally
- Ability to work remotely and independently
- Flexibility in scheduling due to late shift and on-call availability
How to Apply
Apply on the Nymbus Careers Page305 total views, 0 today