The Activation Specialist position ensures a successful implementation of retailer and distributor relationships. The position encompasses a unique combination of customer support, problem solving, financial operations support, technical assistance and other functions key to our Company’s philosophy of providing excellent customer service.
The Activation Specialist serves as the primary customer contact through the implementation process. They proactively manage customer relationships by keeping the customer abreast of the status of their setup and any issues, providing suggestions based on best practices and ensuring customers are trained and prepared for the agreed upon effective date of their relationship.
Responsibilities include:
- Ensure all customer calls and email requests are responded to appropriately and on a timely basis
- Perform timely maintenance on customer accounts as part of setup process
- Generate new revenue from existing customers through upselling and cross-selling of other Fintech products and services.
- Create and maintain customer locations and relationships in the Fintech databases
- Obtain and evaluate all relevant information to handle product and service inquiries
- Maintain knowledge of Fintech policies, products, services and internal procedures
- Educate customers on Fintech website and processes
- Maintain professional skills to ensure customer satisfaction
- Formulate recommendations for system enhancements and process improvements to increase efficiencies with customer support department and customer end user experience.
- Assist with updating SOPs and creating training documentation for internal and external use
- Keep management apprised of critical customer situations
- Promote positive interactions with all Fintech business units
Competencies:
- Interpersonal Skills
- Verbal and written communication skills
- People-oriented and customer focused
- Problem analysis and problem solving
- Solution knowledge
- Strategic thinking
- Detail oriented
- Exceptional organizational skills and the ability to prioritize assignment
- 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 a number of different software applications (i.e. Word, Excel, PowerPoint ,Outlook)
- Project Management and ACH processing a plus
- Experience in helpdesk or ticketing system a plus
- Minimum three years customer service experience
Consideration:
To be considered for this position, please e-mail your resume, and cover letter to careers@fintech.net