Client Outreach Specialist

The Client Outreach Specialist position encompasses a unique combination of client education, problem-solving, proactive actions, technical assistance, and other functions key to our company’s philosophy of providing excellent client service. The Client Outreach Specialist serves as the primary client contact, in conjunction with the Onboarding Manager during the onboarding phase of new clients as well as existing clients adding new products or services.

They proactively manage client relationships by ensuring clients understand and utilize the full array of products and services provided by Fintech.

• Maintain high–touch relationships with clients to ensure understanding and utilization of new Fintech products or services
• Partner with internal stakeholders (Product, Dev, Management) to provide Client feedback.
• Maintain knowledge of Fintech policies, products, services, and internal procedures
• Educate clients on the Fintech website and processes
• Formulate recommendations for system enhancements and process improvements to increase efficiencies with client services departments and client end‑user experience.
• Keep management apprised of critical client situations
• Promote positive interactions with all Fintech business units
• Ensure positive client experience through high quality service both written and verbal
• Respond to and resolve complex issues through incident recognition, research and resolution
• Capture client information on inbound requests and ensure client issues are documented and escalated appropriately as the situation warrants
• Ensure all client calls and email requests are responded to appropriately and on a timely basis
• Provide high‑level technical and product support for new products or initiatives
• Other tasks as assigned

• Positive Interpersonal skills
• Excellent verbal and written communication skills
• People-oriented and client-focused
• Problem analysis and problem‑solving
• Solution knowledge
  
  Strategic thinking
• Detail‑oriented
• Exceptional organizational skills and the ability to prioritize assignments
• Ability to produce results quickly
• Motivated, independent, able to work under pressure and meet deadlines
• Must be fluent Windows user with a basic understanding of database operation
• Proficiency in several different software applications (i.e. Word, Excel, PowerPoint, Outlook)
• Experience in helpdesk or ticketing system a plus
• 1-3 years client service experience

Equal Opportunity Employer

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