Customer Support Specialist

Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital, remote, and in-person channels. Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection. Key Responsibilities Monitor the central security and compliance mailboxes, conduct intake of inquiries, questions and requests for information from customers. Analyze customer requests and questionnaires to determine priority and collaborate with team leads to identify the appropriate response plan. Partner and collaborate with internal teams and subject matter experts to develop accurate, professional responses to customer requests. Present highly professional customer responses, written in a crisp, clear and concise manner. Present a highly professional demeanor during customer audits, both on-site and remotely via teleconference. Work with other team members to update customer-facing documentation. Identify opportunities to improve intake processes, efficiency and response times. Maintain accurate records. Provide the best-in-class service to ensure total customer satisfaction. Experience & Education 3+ years of experience in a customer service role, at a bank, credit union, technology company or equivalent. Bachelor's Degree. Demonstrated ability to collaborate effectively with stakeholders at all levels of the organization. Experience in compliance, fintech infosec or financial services fields desired. Proven experience in a fast-paced, customer service environment. Skills & Expertise English language proficiency including written and verbal. Strong knowledge of/experience providing outstanding customer service. Strong analytical, critical thinking and problem-solving skills. Strong written communication skills with the ability to present technical solutions broken down into a non-technical, professional response. Highly organized with the proven ability to work on multiple concurrent assignments; works well under pressure and tight deadlines. Detail-oriented, with strong emphasis on accuracy. Ability and willingness to learn new tools and processes. Ability to work independently, collaboratively, and operate in a fast-paced environment. Understanding financial or technical products in cloud environments (a plus). Excellent knowledge of Microsoft 365 applications; Excel, PowerPoint, Word, SharePoint. #J-18808-Ljbffr Candescent