Specialist, Customer Support

**Want to work for a great Organization?** The American Bankers Association is the banking industry's champion. Joining ABA makes you part of a team that: - has Extraordinary People - ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry. - has Unmatched Scope and Scale - ABA's unparalleled information and services keep members current, knowledgeable and prepared. - is Impact-Driven - ABA has a proven record of bringing about positive change for our members and the industry. We take action and achieve results. Plus competitive pay, an outstanding benefits package, a convenient DC location, a professional collegial work environment and an opportunity to work on issues of national significance equals a winning combination! Click Here to review ABA's holistic approach to Benefits and Total Rewards. (Did you know that women and other marginalized groups are often reluctant to submit job applications if they don't meet 100% of the requirements? We encourage you to take a chance! If you don't satisfy every criterion, but know you can excel in the role, we urge you to apply! We'd love to connect and talk with you about joining our team. **Employer of Choice:** ABA is recognized with a _2023_ _Great Company Culture Award_ and _2024 Great Place to Work_ designation _!_ **Job Description:** Provide excellent customer service to ABA's internal and external customers. The Specialist assists in the operation and management for all activities of the Member and Customer Support area. The Specialist serves as the first line resource for supporting ABA customers in accessing and using ABA products and services, processing of orders/transactions, and registrations. This role is responsible for monitoring the support tier-structure that ensures customers receive an escalated support path, timely and accurate resolutions, and an overall world class experience that promotes customer satisfaction and retention. This position requires strong verbal and written communications and the ability to work in a structured environment. Adherence to the department's policies and standards (accuracy, attendance, etc.) is a capstone to success. This role requires knowledge and use of CRM software, Learning Management System (LMS) ABA used for on-line training programs and various other Microsoft Office software programs. **Key Responsibilities:** Support the tier structure to ensure priority handling of customers support requests. This includes the delegation of tiers to other ABA resources to ensure Service Level Agreement (SLA) goals are sustained. Ensure contact management tracking using departmental systems and software. + Respond to and resolve customer support requests promptly and satisfactorily to customer standard, ensuring that all requests are resolved in a prompt, professional and personable manner, meeting OME's customer support objectives. These request channels include email, phones, and live chat etc. + Perform data entry of various types of orders (for products and services and event registrations) in an accurate and timely manner, adhering to departmental policies of timeliness and accuracy. + Support the online training business by performing password resets, answering transcript questions, running reports, processing registrations, and other wide range of questions/issues as it relates to the ABA's Learning Management System. + Assist other departments with priority tasks and projects (i.e. contract enrollments etc.). **Additional responsibilities:** + Process inquiries regarding cancellations, transfers, refunds etc. perform appropriate research to resolve issue. + Work along with accounting department to complete transactional responsibilities. + Fulfill diploma, certificate, and transcript requests - includes eligibility verification, production and setup, train and support new administrators in LMS. + Support training providers with order creation/fulfillment and issue resolution. + Participates in departmental weekly staff meetings and attends other association-wide meetings. + Perform all other duties as assigned **.** **Requirements:** + High School Diploma or educational equivalent. + 2-5 years of previous customer service experience required. Ability to successfully: + Strong verbal communication skills; verbal and written. This includes ability to communicate clearly and effectively while displaying strong grammar, spelling and punctuation. + Successfully manage multiple priorities in a high-volume environment while meeting deadlines. + Establish and maintain tactful, courteous, and effective working relationships with customers. + Handle sensitive materials with discretion. + Identify and resolve problems in a timely manner. + Work successfully in a highly structured, goal-oriented environment. + Display strong technical aptitude with the ability to successfully learn new systems. + Strong, consistent attention to detail + Understand and apply effective customer service principles and practices. + Work successfully in a team environment. + Work independently while remaining proactive. + Understand and apply accounting principles when processing transactions. **Skills Required:** + Excellent listening skills and telephone interviewing skills. + Strong attention to detail and the ability to perform accurate data entry. + Excellent interpersonal skills. **Salary Band Range:** $49,140.00 - $61,425.00 - $73,710.00 American Bankers Association (ABA) is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, age, sex, marital status, gender identity, sexual orientation, disability, protected Veteran status, personal appearance, political affiliation, family responsibilities, or any other characteristic protected by applicable law. ABA encourages and celebrates diversity so if you are motivated, hardworking and want to make a difference, come as you are! The American Bankers Association is the voice of America's banks-the small, midsize, regional and large banks that together employ more than 2 million women and men and help drive America's economy. Please join us and become a part of a rapidly transforming industry that drives growth and innovation at home and around the world.

Created: 2025-01-13