Senior Customer Support Specialist

Senior Customer Support Specialist

The Senior Customer Support Specialist plays an essential role in ensuring the efficient delivery of services and operational processes to internal and external stakeholders. This position focuses on maintaining day-to-day processing requirements to ensure operational continuity. The individual will analyze workflows, identify inefficiencies, and implement process improvements, all while supporting business goals and enhancing the overall customer experience. By bridging operational insights with actionable solutions, this role directly contributes to the organization's success.

Key Responsibilities:

• Day-to-Day Processing and Operational Support: Challenge and improve existing processes and systems to enhance service delivery, reduce inefficiencies, and automate manual procedures.
• Data Analysis and Reporting: Collect, analyze, and interpret operational data to generate insights into client satisfaction and operational efficiencies. Prepare reports for internal stakeholders that highlight trends, performance benchmarks, and areas for improvement.
• Strategic Contributions: Engage actively in strategic initiatives and cross-company projects that influence the firm's service offerings and client satisfaction. Escalate critical matters to leadership when required.
• Communication and Support: Provide responsive and insightful support to clients via telephone and electronic communications. Address and resolve client issues efficiently, maintaining high standards of professionalism.
• Team Collaboration: Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges. Share insights and strategies that can enhance overall team performance and client service.

Education and Experience:

• Bachelor's Degree in Finance, Business Administration, or a related field.
• 1 year of experience in the financial services industry, particularly in a client-facing role.

Preferred Qualifications:

• Licensing: Current possession of a FINRA Series 7 license or ability to obtain a FINRA Series 7 within 120 days of hire date.
• Skills and Expertise: Strong understanding of financial markets and products, excellent analytical skills, and demonstrated ability to manage complex client relationships

Knowledge, Skills, and Abilities:

• Interpersonal Skills: Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels.
• Problem-Solving: Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency.
• Stress Management: Capable of performing well in high-pressure situations, maintaining composure and client focus.
• Organizational Skills: Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines.
• Technology Proficiency: Competent with Microsoft Office applications, especially Word, Excel, and Outlook, and able to adapt to new software and systems quickly. Experience with AI is preferred.

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Our Rewards

We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.