Job Description
Insight Global's financial services client is looking for a Customer Experience/Relationship Specialist. On a daily basis, they will support customer service and client experience efforts by managing incoming inquiries, coordinating service requests, and assisting with case management processes from initiation through resolution. This role utilizes Salesforce Service Cloud and other platforms to accurately log, monitor, escalate, and follow up on client issues, ensuring responses are delivered promptly and meet established service standards. The specialist also plays an integral role in client onboarding and account transition activities, guiding customers through required processes while maintaining compliance with regulatory standards such as KYC, BSA, and AML. In addition, the role collaborates cross-functionally with Business, Operations, Compliance, and IT teams to facilitate issue resolution, maintain case accuracy, track performance metrics, and support reporting needs. The individual also contributes to process enhancements, workflow optimization, and automation initiatives—including the adoption of AI-driven tools—to improve efficiency and ensure a consistent, high-quality customer experience.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
· Bachelor's degree in business administration, finance, operations management, or a related field
· 3-5 years in a customer experience, customer success, or relationship management role
· Well-versed in using Salesforce Service Cloud or a similar CRM platform
· Proven ability managing customer relationships, including supporting onboarding, responding to inquiries, and maintaining overall customer satisfaction
· Bilingual in Spanish
Great communication and problem solving skills
Nice to Have Skills & Experience
Background at a financial institution (highly preferred)
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.