Customer Success Specialist (Mobile App Support)

Southern Bancorp is a different kind of bank. As a Community Development Financial Institution (CDFI), a special certificate on designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.

Role Overview

As a member of the product team, the Customer Success Specialist is laser focused on understanding, documenting, and representing the voice of the customer. The Customer Success Specialist will handle customer interactions through phone calls, help tickets, and social media messaging while building processes to effectively resolve customer issues with urgency and care. Additionally, you will work to identify trends and make recommendations to the Product team for application enhancements that alleviate customer pain points.

1. Collaborative approach. You look to bring people together to solve problems rather than thinking for yourself
2. User-first. You always prioritize the user and make sure the products you help build are both valuable and usable
3. Data driven decisions. Every decision is backed by data (both quantitative and qualitative). You take a learn-test-measure approach
4. Execution. You are responsible for being the bridge from the customer to the Product team, ensuring the product continues to add value to our customers and the business.

1. Attain an exhaustive understanding of our products and platforms
2. Provide quality customer support by providing proactive solutions and technical expertise in a timely manner to help customers achieve their desired outcomes
3. Provide training and educational resources to customers to ensure they are utilizing our products and services effectively
4. Monitor and analyze customer usage data to identify trends and proactively provide recommendations and solutions to customers
5. Document software defects and works with internal departments to escalate or resolve them
6. Develop knowledge base articles and tutorials for our products
7. Collaborate with cross-functional teams to resolve customer issues and ensure customer success
8. Develop and maintain customer success metrics and report on progress to stakeholders
9. Be the voice of the customer internally and champion of our products externally
10. Conduct other assignments which assist in carrying out the mission of the team

1. Strong and creative communication skills
2. Analytical thinker with ability to employ data driven decision making
3. Ability to work effectively in a cross-functional, team-based Agile environment
4. Proficient in Social Media Platforms
5. Proficient in Microsoft Office Suite

OR

1. Experience in banking and/or fintech industry
2. Proficient in CRM tools
3. Experience with Zendesk, Helpcrunch, or similar tools

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer our employees:

A positive impact on Your Future:

• 401(k)/Roth plan with immediate eligibility and employer match up to 6%
• Employee stock ownership plan
• Discounted rate on primary home mortgage
• Credit and housing counseling as well as free financial education tools available to customers and employees

Benefits to improve your health:

• No deductible medical insurance plan
• Dental and vision insurance
• Employer paid life and long-term disability insurance
• Flexible Spending Accounts

The opportunity to nurture your well-being:

• Paid holidays and paid time off
• Bonus plan
• Opportunity for merit raises
• Employee reward and recognition programs
• Community service opportunities

Southern Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Community Development Financial Institution, Southern Bancorp desires its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions. Therefore, we strongly encourage applications from people with these identities or who are members of other marginalized communities.