Client Support Specialist – IBE (Teller Platform Software)

Support · Cedar Park, Texas
Department Support
Employment Type Full-Time
Minimum Experience Mid-level

IBT Apps is a financial services software company that supports community banks and credit unions across the United States. We are looking for candidates with financial institution and/or technical software expertise to join our client support team as a software specialist for our Teller Platform. The ideal candidate is an exceptional problem-solver with a positive attitude and excellent communication skills who is seeking professional growth within an innovative financial technology company. Our current team is comprised of staff that has a background in a wide variety of financial institution roles (Teller, Personal Banker, deposit operations, loan processor, loan operations, and bank help desk personnel).

 

Duties/Responsibilities

  • Manage Teller Platform cases from origination to resolution; including but not limited to Software application troubleshooting, desktop peripheral troubleshooting, and ancillary support for third-party software. 
  • Project a friendly and professional persona, by phone and in writing.
  • Answer incoming phone calls; understand basic functionality of full suite of products for assurance of proper call routing to appropriate client support specialists.
  • Follow escalation workflows for assignment of cases beyond the scope of support, including but not limited to sales, network management, enhancement, and repair case types.
  • Collect case information, research solutions, coordinate resources, and carefully document support case records throughout the life-cycle.
  • Communicate with customers often, keeping them informed of progress with appropriate urgency.
  • Maintain client confidentiality and regulatory compliance standards.
  • Manage additional projects and duties as needed or assigned.

 

Goals/Metrics

  • Meet or exceed goals for key performance metrics, including:
  • Call volume, case volume, and handle time
  • Initial response and resolution time
  • Customer survey scores
  • Timely completion of assigned projects
  • Others as identified

 

Core Values

Consistently demonstrate company core values:

  • Integrity in all we do – be open, honest, and accountable
  • Respectful in our approach – be polite, positive, and genuinely caring
  • Empowered to succeed – tap resources, learn continuously, and share knowledge proactively
  • Innovative together– be creative and share new ideas

 

Requirements/Skills

  • One year of experience in a financial institution and/or software support or a two-year degree in business or IT plus one year of service industry experience
  • Working knowledge of Microsoft Office Products
  • Excellent written and verbal communication skills
  • Quick learner with innovative problem-solving abilities
  • Strategic thinker with strong analytical skills
  • Successful working independently and collaboratively
  • Eager to exceed customer expectations and contribute to team objectives
  • Willingness to learn and advance within the support team environment

 

A “Typical” Day:

While no two days are ever the same, a Client Support Specialist’s day typically consists of:

  • Assisting financial institutions via phone, email, and our client support with support requests
  • Conducting client training and informational webinars about our products
  • Providing feedback to improve processes and procedures within the department
  • Collaborating with team members to solve our clients toughest and most important problems

Thank You

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  • Location
    Cedar Park, Texas
  • Department
    Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level