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Form of workSWIVEL is seeking a talented individual to help in shaping our client support and experience efforts. The mission of the Client Support team is to provide an exceptional client experience throughout the entire client lifecycle, and to harness the learnings of customer interaction to improve and enhance our core technology product. This role in addition to performing the day to day functions of SWIVEL Client Support Team, works as a Team contributor with SWIVEL Client Support Analyst I and II's to share a vision for continuous improvement within the team
Why you'll love this role:
In this role, you will have an opportunity to utilize your customer service knowledge on a fast paced team, work independently and work across teams. You will be able to interact with clients by providing support to our products, you will be part of an organization that values your contributions and one that actively works with you to understand your career aspirations and help you attain them.
Essential duties include the following:
- Initiates and maintains setups in multiple platforms for new and existing clients.
- Assists clients during outages or issues and keeping them advised of status and ultimate closure.
- Maintains limits within clients setups and assisting with temporary limit increases, as needed.
- Creates and maintains Notice of Change (NOC) follow-up for ACH transactions following NACHA rules and company procedures for notifications, follow-up and ultimate closure of NOC cases.
- Creates and maintains returns/processing error follow-up for ACH, loan level settlement transactions.
- Follows NACHA rules and company procedures for notifications, follow-up and resubmission of returns/processing error cases.
- Provides clients with invoices or billings from SWBC, SWIVEL Payments and card processing vendors.
- Answers billing related questions and maintaining pricing in setups.
- Working with clients and handling chargebacks from card processors.
- Completes Pending card transactions from notification to update of status in SWIVEL Payments, for all card processors.
- Assists clients with secure file transfers or questions on files, not limited to: Posting and validation files.
- Documents and works with Product on enhancement requests from clients and support team.
- Decommissions client setups upon cancelation, termination or due to lack of activity.
- Uses partners and tools to scale people, process, and technology capabilities across client support functions.
- Uses these tools to improve service levels and provide quality service to our clients. Increase client satisfaction and profitability.
- Be professional, courteous and build quality relationships, while providing prompt assistance to our clients.
- Manages client and internal communications through case management system for all correspondence providing documentation of event and ultimate resolution.
- Be a positive contributor to the Client Support team and encourage fellow employees to be the same.
- Performs all other duties as assigned.
Serious candidates will possess the minimum qualifications:
- High School or GED equivalent required.
- Minimum of one year of experience performing client support of company products, quality customer service or other related experience required.
- Working knowledge of personal computers to include Microsoft Office skills, including Outlook, Word, Excel and SaaS applications.
- Multi-tasking skills.
- Excellent listening skills.
- Detail oriented.
- Proficient data validation skills.
- Call center or customer assistance skills.
- Excellent organizational skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem resolution skills.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to sit for long periods of time performing sedentary activities.
- Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
