Customer Relationship Specialist

Job Title: Customer Relationship/Experience Specialist

Location (Include Zip Code): Coral Gables, FL 33134

• First 90 days 5x onsite, then 3 days

Interview Process: 2 rounds

Pay Rate: 18-24/hr

MUST HAVES:

• Bachelor's degree in business administration, finance, operations management, or a related field
• 3-5 years in a customer experience, customer success, or relationship management role
• Well-versed in using Salesforce Service Cloud or a similar CRM platform
• Proven ability managing customer relationships, including supporting onboarding, responding to inquiries, and maintaining overall customer satisfaction
• Bilingual in Spanish
• Great communication and problem solving skills

Plusses:

• Background at a financial institution (highly preferred)

Day to day:

Insight Global's financial services client is looking for a Customer Experience/Relationship Specialist. On a daily basis, they will support customer service and client experience efforts by managing incoming inquiries, coordinating service requests, and assisting with case management processes from initiation through resolution. This role utilizes Salesforce Service Cloud and other platforms to accurately log, monitor, escalate, and follow up on client issues, ensuring responses are delivered promptly and meet established service standards. The specialist also plays an integral role in client onboarding and account transition activities, guiding customers through required processes while maintaining compliance with regulatory standards such as KYC, BSA, and AML. In addition, the role collaborates cross-functionally with Business, Operations, Compliance, and IT teams to facilitate issue resolution, maintain case accuracy, track performance metrics, and support reporting needs. The individual also contributes to process enhancements, workflow optimization, and automation initiativesincluding the adoption of AI-driven toolsto improve efficiency and ensure a consistent, high-quality customer experience.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.