At ServisFirst, Our Name is Our Mission.

DUTIES AND RESPONSIBILITIES

The Implementation Specialist provides support to current clients by researching and resolving escalated customer service issues, setting up new accounts and completing implementations. In addition, the position provides marketing/sales support to agent banks and internal partners by coordinating marketing materials, delivering training, and assisting with sales demonstrations.

The incumbent will:

Handle all aspects of customer service, conduct research, and respond to escalated calls and emails from customers, internal partners, and agent banks to include researching declines, changing card limits, researching and posting payments and unlocking/resetting logins
Gather required documents for commercial accounts and input new commercial applications
Make outbound calls and send emails as necessary to collect required documentation
Lead implementations for new and existing clients to ensure expectations are exceeded
Conduct customer training and sales demonstrations via Webex
Reconcile payments on accounts and determine where and how to apply incorrect payments
Help as needed with the daily/weekly/monthly reporting on the commercial card program
Assist agent banks with creating and distributing marketing materials as well as create training guides, tutorials and develop training presentations for agent banks
Travel to multiple states providing onsite training for agent banks
Develop agent bank websites and application links
Responsible for being familiar with all compliance regulations and policies that are applicable to this position and follow and ensure compliance with these regulations and policies

Note: Reasonable accommodation may be made to enable otherwise qualified associates/applicants with disabilities to perform the essential functions of the job.

Note: Additional duties and responsibilities may be assigned.

MINIMUM QUALIFICATIONS

Bachelor’s degree in finance, business, marketing or a related field
Two (2) years of customer service experience
Previous banking experience preferred
Marketing experience preferred
Web development experience is a plus
Proficient in Microsoft Outlook, Word, Excel, PowerPoint and mainframe
Experience handling highly confidential and sensitive material in a professional manner
Basic knowledge of related federal and state banking compliance regulations and other Bank operational policies
Effective organizational and time management skills
Effective oral, written and interpersonal communication skills with the ability to carry out instructions, understand procedures and compose correspondence
Ability to accurately type using a keyboard
Ability to deal with difficult issues involving multiple facets and variables

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

The physical requirements and environmental conditions of this position consist primarily of:

Sustained standing and sitting
Frequent use of PC, including typing or sustained attention to monitor
Occasional presentations requiring public speaking to small groups
Occasional lifting of basic office files or equipment up to 20 lbs
Occasional travel out of state
Normal office environment with comfortable internal temperatures and low level noise

EOE/AA

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