Digital Client Care Representative

Where you will work: This position offers a hybrid option to allow for occasional remote work, primarily working out of the Mankato, MN office location.

The contributions you will make: 

This position provides education, resources and support on digital products and services for new and existing clients. Analyze business needs with the goal of increasing utilization and enrollment of Compeer’s existing and future digital tools. 

A typical day: 

• Collaborates with digital product managers, sales team and other to proactively increase client usage of digital tools.
• Answers questions and responds to the needs of the sales and services team.
• Schedules one on one virtual meetings with clients to provide further education and training regarding product utilization, as needed.
• Makes outbound calls to identified clients through promotional activities and cross-selling to increase usage of digital tools.
• Consults with team members to troubleshoot client questions or issues via telephone or email.
• Resolves failed digital transactions.
• At the client’s request performs a variety of transactions, wires and ACH.
• Assists clients with account maintenance corrections, permissions and digital tool questions.
• Monitors Digital email box and responds in a timely manner.
• Coordinates and supports existing and new digital integration. Assists with client onboarding communications and feedback. 
• Provides first call resolution for all digital escalations from the contact center.
• Is an advocate for change in the contact center and the sales the teams. Supports the team and organizational changes and uses their influence to informally lead others through the change.
• Takes appropriate steps to report and inform the organization of client fraud. Advises the client of necessary steps to prevent and protect from fraud in the future.
• Collects data from Compeer systems and compiles that data and client feedback to share with product managers. Sends out a quarterly report sharing the findings.
• Collaborates with Manager of Contact Center and Digital Product Owners to assess progress of digital tool usage and prepares reports for organizational leadership.

The skills and experience we prefer you have: 

• High school diploma or GED; secondary education, preferred.
• Intermediate-level experience in financial services and/or technology support experience in a financial institution, preferred.
• Strong listening, written and verbal communication skills, with ability to communicate at all levels of the organization.
• Effectively builds and maintains interpersonal relationships.
• Strong client service skills.
• Ability to meet the rapidly changing needs of our clients.
• Strong problem solving, decision making and organizational skills.
• Strong computer skills, including Microsoft Office applications and customer relationship management (CRM) programs.
• Must be analytical, have strong technical skills while being a strong communicator to non-technical individuals.

How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.