Customer Experience Specialist
On-siteNashville, Tennessee, United States
Job Summary
Independently answer inbound messages from customers and non-customers via phone, email, chat, and other channels, using sound judgment to resolve inquiries for deposit, loan, embedded, and merchant clients. Update contact management platforms with case statuses, initiate internal tickets to gather information from subject matter experts, and escalate complex issues to senior team members. Complete outbound callbacks for unresolved items, wire callbacks following documented scripts, and occasional surveys. Create and maintain knowledge base articles based on common customer questions while following step-by-step troubleshooting guides to research and resolve issues.
Required Qualifications
- Two or more years of experience within the financial or banking industry
- Ability to research, comprehend, and relay important information
- Effective oral and written communication skills
- Must be detail oriented
- Ability to work independently and as part of a team
- Ability to manage difficult customer interactions effectively
- Ability to work through problems involving multiple facets and variables in non-standardized situations
- High school diploma
- Full-time in-office presence in Nashville, Tennessee
Desired Qualifications
- Secondary education degree
- Contact center platform experience
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