Senior Customer Support Specialist

The Opportunity

We are looking for a motivated and experienced Senior Customer Support Specialist to join our team. The Senior Customer Support Specialist will be supporting Lynx Customers and Lynx Operations Leaders with multiple products, services, and functions. Responsibilities will include direct customer contact in support of resolving customer inquiries or issues that the call center agent was unable to resolve during the initial contact, managing and resolving incoming tickets from clients and vendors, coordinating with contact center vendors to resolve customer inquiries and issues and supporting Lynx leadership with various operations functions.

The ideal candidate will have an understanding of customer service best practices, possess excellent communication and organizational skills and have a passion for providing excellent customer service. The Senior Customer Support Specialist will be responsible for managing customer inquiries and resolving issues in a timely manner. Additionally, the Specialist will be performing other key operational functions.

General Profile

This position would be a full-time, Individual Contributor position that works from home. This person would work Monday through Friday and be required to have flexibility to work 8-hour shifts between our normal business hours of 8am to 8pm ET

Job Responsibilities

Answer, research and resolve incoming calls from customers or their representatives
Monitor, research and respond to incoming tickets from clients or vendors
Research, troubleshoot and resolve complex issues and complaints, taking steps to ensure full resolution.
Research and resolution of payment acceptance issues, including troubleshooting issues with merchant acceptance
Process adjustments
Process manual claims
Perform reconciliation of bank account and financial transactions
Manage maintenance of approved product and operations master lists/tables/repositories
Perform operational compliance activities such as monitoring and submission of reports
Support maintenance of standard operating procedures and training materials
Provide responses on client Request for Proposal activities
Assist with new projects or initiatives as assigned
Assist with other duties as assigned

Required Qualifications

High School Diploma / GED
3+ years of customer service experience or 3+ years in financial services analyzing and solving customer problems with a minimum of 1 year phone servicing experience.
Familiarity with computer and Windows PC applications which includes the ability to learn new computer system applications
Ability to work any 8-hour shift between the hours of 8am to 8pm ET, Monday through Friday.
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Ability to manage changing priorities and directives
Excellent communication, organizational, and problem-solving skills
Able to work in a fast-paced environment
Proficiency in Microsoft Office Suite

Preferred Qualifications

Prior Financial Services experience
Prior Call Center experience in a lead or senior servicing role
Prior Health Benefits Account experience
Prior Payment Card experience
Bilingual fluency in English and Spanish
College degree or equivalent years of experience