What are the responsibilities and job description for the Member Support Specialist position at 24 Seven Talent?
Job Description
Job Title: Member Support Specialist
Location: Charlotte, NC- hybrid schedule
Duration: 7 months, with potential extension- 40 hours/weekly
Pay Rate: $25.00/hour
Responsibilities
Job Title: Member Support Specialist
Location: Charlotte, NC- hybrid schedule
Duration: 7 months, with potential extension- 40 hours/weekly
Pay Rate: $25.00/hour
Responsibilities
- Become a Subject Matter Expert (SME) in evolving services and products to provide consistently excellent support to our members
- Respond to prioritized member requests across multiple channels, including email, chat, social and/or outbound phone support and enable cross-product member visibility
- Remote support for vendor partners to enable ongoing growth and a reduced escalation rate
- Partner with cross-functional teams to identify and prioritize members with intent to engage with services, identify issues/feature requests and documentation or training requirements
- 2-3 years of graduated member support service experience, financial institution preferred.
- Experience with product value add product/service awareness a plus
- Excellent customer service skills with a dynamic personality and member-focused approach who rejoices in member and team success
- Proactive peer mentor who identifies opportunities and takes initiative or ownership to address
- Proven experience in resolving complex customer issues and managing escalations with internal and external teams
- Effective communicator in both verbal and written communication.
- Must be flexible and adaptable to work in a rapidly evolving environment
- Preferred experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA), and reporting analysis to perform day-to-day support optimization and prioritization.
Salary : $25