Client Success Specialist at IBT Apps

Summary

IBT Apps is currently looking to recruit a professional, empathetic, and detail-oriented Client Success Specialist to join our team. This individual will serve as the primary point of contact for customers, providing timely, courteous, and knowledgeable assistance in accordance with established service standards. The Client Success Specialist will ensure client satisfaction through clear communication, prompt issue resolution, and a commitment to excellence.

Who is IBT Apps?

At IBT Apps, we are more than just a financial services software company – we are a trusted partner to community banks and credit unions across the United States. Our mission is to empower these financial institutions to thrive in today's dynamic banking landscape. Join us in our mission to empower community banks, drive innovation, and make a lasting impact on the financial services sector. Discover what it's like to be part of a team that's reshaping the future of banking across the nation.

We have employees all over the US and we’re very comfortable working remotely.  Our work style is results oriented, pragmatic and rational. We also prefer simple over complex. 

Job Description

As a Client Success Specialist, you will: 

• Serve as the first line of support for incoming customer inquiries via phone, email, and CRM systems.
• Greet customers professionally and maintain a positive, solution-focused tone in all communications.
• Troubleshoot issues, provide product support, and ensure timely resolution of cases, escalating when necessary.
• Use clear, concise language to guide clients, providing additional resources such as screenshots, documentation, or screen sharing as needed.
• Maintain thorough and accurate documentation of customer interactions and internal actions in case notes.
• Adhere to established response and resolution timeframes.
• Practice empathy, de-escalation, and proactive communication strategies with upset or confused clients.
• Ensure all communications are secure, using encryption when transmitting sensitive information.
• Collaborate with internal departments (Tier 2 support, Development, Operations, etc.) to ensure swift resolution of complex issues.
• Follow escalation protocols responsibility and ensure clients are informed and updated throughout the process.
• Stay informed on system updates and proactively communicate relevant changes or delays to affected customers.

Skills & Requirements

• Academic degrees don’t carry too much weight with us, but they make statements about your work ethics. You should demonstrate a strong work ethic and commitment to maintaining high ethical standards.
• Prior banking experience is required.
• A minimum of 5 years of experience at a financial institution is required, including core banking experience with deposit, IRA, CD, and/or loan accounts.
• Strong verbal and written communication skills with impeccable spelling and grammar.
• Ability to maintain professionalism and composure under pressure.
• Strong problem-solving skills and attention to detail.
• Demonstrated ability to manage multiple priorities and meet strict deadlines.
• Prior experience in a customer/client support role preferred.
• Familiarity with financial services or software support environment preferred.