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Customer Success Specialist

Southern Bancorp is more than a 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.

This role supports our digital banking product, Elevault and is part of the Product Team. This is not a branch-based banking position and does not involve traditional teller or personal banker responsibilities. 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.

Job Responsibilities

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

Requirements

• Strong and creative communication skills
• Analytical thinker with ability to employ data driven decision making
• Ability to work effectively in a cross-functional, team-based Agile environment
• Proficient in Social Media Platforms
• Proficient in Microsoft Office Suite
• Mobile Device Proficiency (iOS and Android)

Education

• Bachelor's degree in a Business, Management, Marketing, or related field
• OR 2+ years of professional experience in customer success or account management role

Preferred Qualifications

• Experience in banking and/or fintech industry
• Proficient in CRM tools
• Experience with Zendesk, Intercom, or similar tools

What we offer our employees:

• 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
• Two medical plans available – low-deductible PPO plan or HDHP with Health Savings Account
• Dental and vision insurance
• Employer paid life insurance, and short- and long-term disability coverage
• Retirement plan with generous company match and employee stock purchase option
• Voluntary life insurance options for employee, spouse, and children
• 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 accommodation 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.