Overview
Customer Experience Specialist Jobs in Miami, FL at Insight Global
Title: Customer Experience Specialist
Company: Insight Global
Location: Miami, FL
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.
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
