Client Services Specialist

Who We Are:

Brightwell is a fintech company providing end-to-end payment solutions for global workers and cruise line partners such as Carnival, Norwegian, and Princess. Our suite of products reduces costs, improves security, and helps crew members move money to family, friends, or bank accounts anywhere in the world. With more than 200k users, our mission is to give people financial control through secure, flexible, and innovative solutions.

We’re searching for a Client Services Specialist to join our crew. As our ideal Client Services Specialist, you will act as the primary contact for our established clients, serving as their go-to person. You’ll lead regular meetings with your clients and work to resolve their concerns, being able to quickly determine what needs to be escalated and what you can handle.

These are high-touch relationships to provide exceptional working relationships with our clients. We are a growing and energetic team building toward best-in-class, human-centered service and looking for a like-minded individual to join us.
This is NOT a sales/business development role.
This is a HYBRID role. Work will be split between home and office, based in Atlanta, GA.

• Handle the resolution of client needs via email or phone communication.
• Serve as an escalation point and liaison between Brightwell account holders and account managers for product, production, and other miscellaneous issues.
• Develop positive client relationships and strong relationships within the integrated team.
• Participate in status meetings with clients and stakeholders to discuss ongoing enhancements or issues.
• Learn and optimize the client payroll operations process to support the payroll of our client’s employees.
• Analyze outstanding issues and/or trends to troubleshoot problems and avoid recurrence.
• Communicate new product features and initiatives to the client.
• Acknowledge each client’s business plans and goals related to product directions and service requirements when troubleshooting or problem solving.
• Critically analyze the development of new work in order to prepare for clients’ feedback or technical roadblocks.
• Take on other duties, as assigned.

• 2+ year of client account management or client facing experience.
• 2+ year of experience supporting user-facing software.
• Experience in Microsoft Office (including PowerPoint, Outlook, and Excel).
• Excellent analytical and problem-solving skills.
• Excellent written and oral communication abilities.
• High level of attention to detail.
• Outstanding customer service skills.

• Visa and/or Master Card regulation knowledge
• Banking or financial services experience
• Knowledge of international wire transfers
• Debit, credit, or prepaid card experience

• Freedom:
  We trust you to do your thing and do it well.
• Professional Development:
  We work with you to grow your skills and push you forward.
• Travel:
  You will get the unique opportunity to travel on ship to meet with crew members around the world.
• Entrepreneurship:
  We embrace new ideas and people who have the drive to see them through. If you are a doer, look no further.
• Benefits:
  Medical, dental, vision, disability insurance, 401k, flexible spending accounts, parental leave, paid vacation, and more.
• Random:
  Snacks, Ping-Pong table, company events (happy hours, lunches with our leadership teams, outings to sports events, etc.).

Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.