Customer Support

Job Description

REQUIREMENTS

• Bachelor’s degreerequiredor High School Diploma or general education degree (GED) with work experience equivalent
• Three (3) years prior experience in bank/financial industry desired
• Three (3) years prior experience in direct client support desired
• Prior experience with Fiserv digital banking software desired

RESPONSIBILITIES

• Provide support to Navanta customers for questions, issues, incidents, problems related to digital banking products and services
• Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services
• Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution
• Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests
• Document resolutions in a central location for knowledge sharing internally and with customers
• Manage service request queue to ensure that customer communication is timely and meets established SLA’s
• Analyze and evaluate service requests to identify trends and make recommendations
• Work with third party vendors on behalf of Navanta and our customers
• Assist in implementation of new software releases for digital banking products and services
• Participate on bank conversion/merger/acquisition teams as needed
• Assist with projects and strategic initiatives as assigned
• Participate in training programs to continuously improve product knowledge and service skills
• Other duties as assigned

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