At ServisFirst, Our Name is Our Mission.
DUTIES AND RESPONSIBILITIES
The
Implementation Specialist
provides support to current clients by researching and resolving escalated customer service issues, setting up new accounts and completing implementations. In addition, the position provides marketing/sales support to agent banks and internal partners by coordinating marketing materials, delivering training, and assisting with sales demonstrations.
The incumbent will:
Handle all aspects of customer service, conduct research, and respond to escalated calls and emails from customers, internal partners, and agent banks to include researching declines, changing card limits, researching and posting payments and unlocking/resetting loginsGather required documents for commercial accounts and input new commercial applicationsMake outbound calls and send emails as necessary to collect required documentationLead implementations for new and existing clients to ensure expectations are exceededConduct customer training and sales demonstrations via WebexReconcile payments on accounts and determine where and how to apply incorrect paymentsHelp as needed with the daily/weekly/monthly reporting on the commercial card programAssist agent banks with creating and distributing marketing materials as well as create training guides, tutorials and develop training presentations for agent banksTravel to multiple states providing onsite training for agent banksDevelop agent bank websites and application linksNote: Reasonable accommodation may be made to enable otherwise qualified associates/applicants with disabilities to perform the essential functions of the job.
Note: Additional duties and responsibilities may be assigned.
MINIMUM QUALIFICATIONS
Bachelor's degree in finance, business, marketing or a related fieldTwo (2) years of customer service experiencePrevious banking experience preferredMarketing experience preferredWeb development experience is a plusProficient in Microsoft Outlook, Word, Excel, PowerPoint and mainframeExperience handling highly confidential and sensitive material in a professional mannerBasic knowledge of related federal and state banking compliance regulations and other Bank operational policiesEffective organizational and time management skillsEffective oral, written and interpersonal communication skills with the ability to carry out instructions, understand procedures and compose correspondenceAbility to accurately type using a keyboardAbility to deal with difficult issues involving multiple facets and variablesPHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS
The physical requirements and environmental conditions of this position consist primarily of:
Sustained standing and sittingFrequent use of PC, including typing or sustained attention to monitorOccasional presentations requiring public speaking to small groupsOccasional lifting of basic office files or equipment up to 20 lbsOccasional travel out of stateNormal office environment with comfortable internal temperatures and low level noise
EOE/AA
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