Client Onboarding and Support Associate
Location - USA
Role and responsibilities
· First Point of Contact for Live Clients:
o Act as the primary point of contact for live clients, addressing any queries or issues promptly and effectively.
o Provide exceptional customer service and support to maintain strong client relationships and ensure satisfaction.
· Onboarding Request and Setups:
o Manage the creation of onboarding requests and setups for new clients, ensuring all necessary documentation and processes are completed accurately and efficiently.
o Coordinate with internal teams to facilitate the onboarding process and ensure timely setup of products and services.
· Operational Coordination for Products and Services Setup:
o Coordinate operational activities for the setup of products and services, ensuring that clients are " test ready" for seamless testing and integration.
o Collaborate with cross-functional teams to address any operational challenges and streamline the setup process.
· Warranty Support (cross business and functions)
o Provide warranty support to new production clients, addressing any issues or concerns that arise after implementation.
o Work closely with technical teams to troubleshoot and resolve technical issues, ensuring minimal disruption to client operations.
· Client Communication and Relationship Management:
o Maintain regular communication with clients to ensure their needs are met and expectations are exceeded.
o Build and nurture strong relationships with clients, serving as a trusted advisor and advocate for their success.
Qualifications & Experience
· Bachelor’s degree in business, IT, or a related field.
· Minimum of 2 years’ experience in client onboarding, customer support, or a similar role within the banking or financial services industry.
· Must have knowledge of MTLS and TLS certificates
· Familiarity with tools such as ServiceNow, Postman, Splunk, and Apigee is preferred.
· Excellent communication and interpersonal skills with the ability to effectively engage with both clients and internal teams.
· Understanding of banking products, services, and operational processes related to client onboarding and support.
· Excellent organizational and time management abilities, with a strong attention to detail.
· Problem-solving mindset and the ability to thrive in a fast-paced, dynamic environment.
