Senior Customer Support Officer

Cortex Consultants LLC; Tampa (FL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A financial services consultancy is seeking a Customer Support Analyst to provide high-level support for client accounts and documentation migration. This role involves interactions with high-net-worth clients and internal stakeholders, requiring strong communication and analytical skills. Candidates should have at least 5 years of commercial banking experience and be prepared for flexible work hours between 3 AM and 7 AM. You will track support needs and contribute to client training materials, ensuring excellent service delivery.

Qualifications

• 5+ years of experience as a Junior Banker/Relationship Specialist or in a Call Center with high-net-worth clients.
• Thorough understanding of Banking and Financial Industry.
• Experience in migration activities is preferred.

Responsibilities

• Support client service transfers and process requests per bank guidelines.
• Create client conversation scripts and perform client outreach.
• Coordinate documentation collection and provide post-conversion support.

Skills

Critical thinking

Negotiation skills

Attention to detail

Analytical skills

Communication skills

Interpersonal skills

Job description

Overview

Roles will be focused on a very high level of Customer Support by helping in creation of account, migrating data from one platform to another, facilitate collection of documentations, triaging and back-office coordination in a well-known bank. Analyst will be responsible for supporting Client Service Transfer and process the request per defined bank guidelines and mandates. Ability to work in a team environment, highly goal oriented with excellent verbal and written communication and interact with internal stakeholders to identify and resolve any issues/ dependencies and track the activity to closure

Requirements

Must have commercial banking Experience

Experience: 5+ years of experience as a Junior Banker/Relationship Specialist or a thorough Call Center Professional having interacted catering to high-net-worth client and commercial banking.

Work Schedule

Work schedule will start between the hours of 3AM - 7AM. Start times are based on business needs, and we’re looking for candidates who can be flexible. Shifts may begin anytime between 3 AM and 7 AM, with most of the demand currently for earlier start times. Schedules are assigned based on the workload in each region.

Training Schedule

Training will start between 5AM - 9AM.

Functional Skills

• Play the role of a Relationship Specialist
• High-touch relationship management
• Create client conversation scripts, criteria and supplemental materials
• Perform client outreach (calls, email, meetings), coordination, and associated reporting and tracking
• Perform migration data entry for manual conversions including client entitlement set up and support
• Interact with Bank and clients to facilitate collection of documentation.
• Provide Level 1 triage and help desk coordination and post conversion support.
• Track surge support weekly and forecast monthly to help you determine ongoing surge support needs
• Provide information for client training team to create materials.
• Effectively utilize resources and make decisions based on sound business judgement

Technical / Non-Technical Skills

• Thorough knowledge and understanding of Banking and Financial Industry
• Commercial banking
• Exhibit critical thinking and a higher degree of negotiation and dispute resolution skills
• Demonstrate ability to simplify and communicate complex technical procedures
• Hands on approach mindset.
• Provide White Glove Service
• Need strong analytical skills and ability to think laterally
• Attention to detail and proactive
• Strong communication and interpersonal skills (Written and Verbal)
• Effectively collaborates and communicates with to ensure client satisfaction
• Detail oriented, while still providing reliable and consistent results. Dependable problem-solving skills.
• Having any experience in migration activities will be preferred.