Strategic Financial Solutions

  • Client Experience/Happiness Specialist

    Job Locations US-NY-Buffalo
    Category
    Customer Service/Support
    Job ID
    2018-1114
  • Overview

    Do relationships matter to you? Are you looking to collaborate, create, and innovate? Do you have a passion for the client experience, and get excited at fixing challenging problems and engaging difficult personalities? Have we got a role for you!

     

    We are seeking a new Client Experience/Happiness Specialist.  This individual will be responsible ensuring our clients have an exceptional experience with our product and company!   The Client Experience/Happiness Specialist will be required to understand processes and systems of the various operational departments within Strategic Financial and perform duties in line with their expectations.  The Client Experience/Happiness Specialist will be handling escalated complaints/problems, and contacting clients who have submitted negative reviews through different methods to the company.

     

    About Strategic:

    Strategic Financial Solutions is a 100% Employee Owned financial services company that provides comprehensive debt relief solutions for people in difficult financial situations. Our Employee Owners are continuously looking for ways to improve the business. Strategic Financial Solutions has successfully resolved more than $1 Billion in high interest consumer debt for over 100,000 clients.

    Strategic has been recognized numerous times for our culture and our high growth. In April, 2018 we were ranked as the 23rd Best Company to Work for in New York State. This was the third consecutive year that we were recognized as a Best Company to Work for in New York State. Prior to that we were named to the prestigious Inc. 500 list as one of the top 500 fastest growing private companies in the United States. In 2016 and 2015, Strategic Financial Solutions was named to Crain’s New York Business Fast 50 Companies list that recognizes the fastest growing companies in New York City. Strategic has 2 state-of-the-art facilities, 1 in Manhattan and 1 in Buffalo, to house our rapidly growing family of over 800 associates. We proudly celebrated our 12th anniversary in June, 2019.

    Responsibilities

    • Monitors and records customer complaint activity through all response channels for data collection purposes.
    • Acts as main point of contact for the BBB and hands administration and drafting of responses.
    • Follows through on each complaint without having to transfer client to another company representative.  If necessary, researches answers and follows up with client in a timely manner.
    • Responds to incoming customer contacts and composes appropriate responses, both written and verbal.
    • Ensures that issues are appropriately identified and documented for metrics gathering purposes.
    • Analyze and monitor customer reporting, outreaching to client where appropriate to avoid a poor Client Experience.
    • Collaborate with other workgroup teams as necessary to help identify root cause for all escalated service requests.
    • Monitors clients after resolution, to be sure no further problems develop that are associated with the original root cause identified.
    • Other duties as assigned.

    Qualifications

    • 3+ years of progressive operational and customer service experience preferred.
    • Demonstrated excellent Customer Service skills, including handling escalated client issues with upset clients.
    • Ability to communicate clearly and professionally, both verbally and in writing
    • Ability to adapt to change
    • Ability to think creatively and be innovative
    • Intermediate technology ability – Excel and data manipulation

    The Fun Stuff

    • Competitive pay
    • Real time recognition leveraging internal social media
    • Monthly Team and facility events, quarterly team building outings and happy hours
    • Daily employee acknowledgement programs such as Cupcake Tuesdays and Wellness Wednesdays
    • Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
    • Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs

     

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