Customer Onboarding Specialist

The Surety Division of Bankers Insurance Company offers unsurpassed service and quality to our agents. We are one of the largest providers of the Bail Bond industry and one of the fastest-growing providers of Contract and Commercial Bonds to businesses. Our knowledgeable and experienced staff of professionals share a vision of providing agents with superior customer service. Agents are full partners in our business. We grow, we succeed, and we profit together.

Our Core Values Include

Collaboration: working together is critical to achieving organizational goals.

Innovation: growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.

Performance: we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.

Social Responsibility: we place charity and volunteer work at the core of our organization.

Trust: we build and maintain trust with our employees and clients by embodying integrity, transparency, and ‘doing the right thing.’

Company Value Statements

In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

• Acting with the highest level of honesty, trust, character and transparency.
• Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.
• Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.
• Approaching every challenge with creative energy, discovering unique solutions to maximize success; focus on creating and delivering compelling customer value.
• Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.

Job Summary:

We are seeking a Customer Success Specialist who will serve as a trusted advisor to our customers, providing them with exceptional support, guidance, and resources to achieve their business objectives. The ideal candidate will be responsible for ensuring seamless onboarding processes, maintaining strong customer relationships, and managing various operational tasks related to account reconciliation and communication with agents.

Responsibilities:

• Act as the primary point of contact and trusted advisor for customers, offering guidance, support, and knowledge resources to help them achieve their business goals.
• Execute onboarding processes efficiently to establish a strong foundation for customer relationships and ensure a smooth transition into our services.
• Manage the successful exoneration of forfeited bonds, including reconciling agents' reports and maintaining communication with agents regarding their accounts receivable.
• Engage with customers proactively to understand their needs, address any issues or concerns, and ensure a positive customer experience.
• Collaborate with internal teams to resolve customer problems, escalate issues as needed, and drive solutions that meet customer expectations.
• Maintain accurate records of customer interactions, transactions, and feedback in our CRM system.
• Continuously improve processes and procedures to enhance the overall customer experience and drive customer success.

Qualifications:

• High school diploma or GED required; Bachelor's degree preferred.
• Minimum of 3 years of experience in customer service, preferably in a B2B or financial services environment.
• Strong problem-solving skills and the ability to think critically to address customer needs and challenges.
• Excellent communication skills, both verbal and written, with the ability to effectively engage with customers and internal teams.
• Proficiency in office productivity software (e.g., Microsoft Office Suite) and CRM systems.
• Detail-oriented with strong organizational skills to manage multiple tasks and priorities effectively.
• A proactive and customer-focused mindset with a passion for delivering exceptional service.

If you are passionate about customer success, have a track record of delivering excellent service, and thrive in a dynamic and collaborative environment, we encourage you to apply for this exciting opportunity!

The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.