Job Description
The Client Care Operations Specialist is responsible for ensuring efficient and high-quality client support operations. This role manages client inquiries, resolves issues, and collaborates with internal teams to deliver exceptional service. The specialist drives process improvements, maintains accurate records, and supports the overall client experience.
Job Duties and Responsibilities:
- Respond to client inquiries and resolve issues promptly; manage client accounts and maintain accurate records; collaborate with internal teams to address client needs; monitor and report on client care metrics; identify and implement process improvements; support onboarding and training of new clients; ensure compliance with firm policies and procedures; assist with special projects as needed.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Pinnacle is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Qualifications
Minimum Education: Bachelor's degree in Business, Communications, or a related field;
Minimum Experience: minimum of 10 years of experience in client care, client service, or operations;
Required Knowledge, Skills & Abilities: strong communication and problem-solving skills;proficiency in client management systems and Microsoft Office Suite; excellent organizational and multitasking abilities; experience in process improvement preferred. Professional office environment; prolonged periods of sitting and computer work; effective verbal and written communication required; minimal travel for meetings or training; collaborative, team-oriented setting; reasonable accommodations available for individuals with disabilities.
Additional Information
Preferred Knowledge, Skills, & Abilities:
- Bachelor's degree in computer science, statistics, or information systems
- Experience in banking or financial industry
- Experience in contact center reporting platforms (e.g. Five9, Verint, Clearview)
- Experience in CallMiner, Verint, Salesforce, Microsoft or other speech analytics software
- Report writing experience
- Knowledge of data base principles to include linking data across multiple data sources, building moderate to complex queries
