Customer Success Specialist

Job Summary

The Customer Success Specialist serves as a primary point of contact for Always.bank customers, providing responsive, knowledgeable support throughout the customer relationship. This role assists with onboarding, deposit account servicing, digital banking support, and issue resolution while delivering a consistent customer experience and maintaining compliance with Bank policies and applicable regulations.

• Maintain a thorough understanding of Bank policies and procedures.
• Maintain working knowledge of applicable banking regulations, deposit products and services, operating systems, and customer-facing applications.
• Assist with onboarding new personal and business deposit customers by phone, including business checking accounts.
• Respond to personal and business customer inquiries and provide deposit account servicing through chat, phone, and secure messaging.
• Provide customer support for online banking and the mobile banking application.
• Research and resolve personal and business deposit account issues in a timely, professional, and accurate manner.
• Assist with additional responsibilities, projects, and initiatives as needed.
• Demonstrate a positive attitude and a genuine interest in helping others.
• Demonstrate a willingness to learn, accept feedback, continuously improve, and adapt to change.
• Support and guide teammates by assisting with training and leading by example.
• Demonstrate strong attention to detail and a high degree of accuracy.
• Communicate effectively using strong verbal, written, organizational, and listening skills.
• Work collaboratively as a member of the team and recognize the importance of each team member's contribution to overall success.
• Maintain a high level of regulatory awareness, including BSA/AML, CIP, and OFAC requirements.

• At least two (2) years of experience in a customer-facing service role within banking or financial services.
• Exceptional verbal and written communication skills, with strong interpersonal and customer service skills.

• Bachelor's degree or equivalent combination of education and relevant work experience.
• Knowledge of bank operating systems and customer-facing banking applications, such as Zendesk.
• Prior experience supporting customers in a digital banking environment.

• Prolonged periods of sitting at a desk and working on a computer.

All 22nd State Banking Company employees are expected to comply with applicable federal and state laws and regulations, as well as Bank policies and procedures, including requirements under the Bank Secrecy Act and other regulations relevant to their responsibilities.