Client Support Specialist
IBT Apps
Customer Service
Austin, TX, USA
Posted on Saturday, March 2, 2024
IBT Apps is currently looking to recruit a suitable candidate for the position of Client Support Specialist. This person is responsible for the i2Suite application that encompasses IBT Apps reporting function offering efficient, customizable, and automated reporting at the regulatory, board, executive and line management levels. The i2suite application allows clients to get transaction based, on-demand reports, automated call reports and more. Additionally, Excel can be leveraged to help build reports that communicate business insights clients need to stay informed. This position plays a crucial role in ensuring that reporting for financial institutions is managed with the use of the application’s dynamic reports capabilities.
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. This position can be remote in TX, IL, FL, OK, OH, IN, ND, or NC.
Our work style is results-oriented, pragmatic, and rational. We also prefer simple over complex.
Job Description
The Client Support Specialist is responsible for the day-to-day support of IBT Apps clients with the i2Suite report writing application utilizing a ticketing platform, and inbound phone calls. IBT App’s CSS additionally aids with Active Directory Configuration Role Management, Remote Print Setup, General Ledger, Troubleshooting and other assigned tasks or duties, as necessary.
Duties
- Expert Report Writer
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- Use SQL coding abilities to write reports that are fine-tuned to institutions' specific needs.
- Expert Report Writer Assistance
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- Assisting financial institutions to better understand the i2Suite report writing application database to allow clients to create their own reports.
- Security
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- Assisting financial institutions with employee access, making sure access is granted and employee access is in the correct Role.
- Provide additional assistance with Function Privileges, Page Privileges and Report Group Privileges.
- Report Archive
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- Assisting financial institutions with Notice management, Batch Management, and Process Management.
- Group Assignment
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- Assisting financial institutions with Report Group assignments, Group Name, Friendly Name.
- General Ledger
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- Assisting financial institutions with General Ledger outage conditions for research.
- Day to Day
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- Report writing
- Use of ticketing application
- In-Bound phone calls
- Analyze/Diagnose client issues/concerns through research
- Case follow-up providing easily understood answers adapted to the client’s situation
- Provide software technical support
Skills & Requirements
- A minimum of one – two years of SQL proficiency and database management.
- A minimum of one - two years of Bank General Ledger Experience
- Experience with a financial institution’s regulatory reporting requirements (Call Report) containing such items as the bank’s income statement, balance sheet, loan information, deposit information
- Use of or familiarity with a support ticketing system such as ZenDesk, Dynamics, Salesforce, Jira.
- Use of or familiarity with ADFS or Azure AD, Network Administration.
- Attention to detail, dependability, integrity, cooperation, stress tolerance, teamwork
- Knowledge of the financial industry, concepts and terminology.