Implementation Specialist

Duties And Responsibilities

• Support current clients by researching and resolving escalated customer service issues, setting up new accounts and completing implementations.
• Provide marketing/sales support to agent banks and internal partners by coordinating marketing materials, delivering training, and assisting with sales demonstrations.
• Handle all aspects of customer service, conduct research, and respond to escalated calls and emails from customers, internal partners, and agent banks to include researching declines, changing card limits, researching and posting payments, and unlocking/resetting logins.
• Gather required documents for commercial accounts and input new commercial applications.
• Make outbound calls and send emails as necessary to collect required documentation.
• Lead implementations for new and existing clients to ensure expectations are exceeded.
• Conduct customer training and sales demonstrations via Webex.
• Reconcile payments on accounts and determine where and how to apply incorrect payments.
• Help as needed with the daily/weekly/monthly reporting on the commercial card program.
• Aid agent banks with creating and distributing marketing materials as well as create training guides, tutorials and develop training presentations for agent banks.
• Travel to multiple states providing onsite training for agent banks.
• Develop agent bank websites and application links.

Qualifications

• Minimum of a Bachelor’s degree in finance, business, marketing or a related field.
• Two (2) years of customer service experience.
• Previous banking experience preferred.
• Marketing experience preferred.
• Web development experience is a plus.
• Proficient in Microsoft Outlook, Word, Excel, PowerPoint and mainframe.
• Experience handling highly confidential and sensitive material in a professional manner.
• Basic knowledge of related federal and state banking compliance regulations and other Bank operational policies.
• Effective organizational and time management skills.
• Effective oral, written and interpersonal communication skills with the ability to carry out instructions, understand procedures and compose correspondence.
• Ability to accurately type using a keyboard.
• Ability to deal with difficult issues involving multiple facets and variables.

Physical Requirements And Environmental Conditions

• Sustained standing and sitting.
• Frequent use of PC, including typing or sustained attention to monitor.
• Occasional presentations requiring public speaking to small groups.
• Occasional lifting of basic office files or equipment up to 20 lbs.
• Occasional travel out of state.
• Normal office environment with comfortable internal temperatures and low level noise.