Key skills
Communication
About this role
Computer Services, Inc. (CSI) is a forward-thinking software provider that helps financial institutions with innovative technologies. In the Customer Service Banking Specialist role, you will support the Apiture Digital Banking platform by resolving customer issues, collaborating with internal teams, and ensuring a seamless digital banking experience for users.
Responsibilities:
- Resolve customer issues efficiently: Respond to helpdesk tickets promptly, prioritize incoming issues, develop effective workarounds, and clearly communicate resolutions to impacted users
- Diagnosing and troubleshoot complex issues: Perform thorough research using available tools, documentation, and data to identify root causes and drive effective resolutions
- Deliver excellent customer experiences: Handle incoming calls and chats in a professional, friendly, and resolution‑focused manner that builds trust and confidence
- Collaborate cross‑functionally: Partner with Product, QA, and Development teams to ensure systemic issues are addressed in alignment with severity, priority, and business impact
- Ensure compliance and consistency: Follow CSI and Apiture policies, standards, and procedures to ensure accuracy, security, and compliance
- Contribute to continuous improvement: Create, update, and maintain Support knowledge‑base content to improve efficiency and self‑service
- Support business needs as they evolve: Perform other duties as needed to support team and organizational success
Requirements:
- Associate's degree or equivalent relevant experience
- 2 plus years of customer support experience working directly with customers in a support or service capacity
- Excellent communication and organizational skills
- Ability to thrive in a fast‑paced environment requiring constant prioritization; strong written and verbal communication skills
- Ability to remain effective under pressure and navigate tight deadlines
- Ability to make decisions and exercise discretion when appropriate
- Banking/Fintech
- Comfortable with technology and open to learning and adopting new tools