Client Success Officer (Production)

The Client Success Officer (Production) will have primary responsibility to provide support and assistance to Netbank client inquiries or concerns related to products, onboarding processes, and post-implementation/after sales issues via a Level 1 Ticketing and Communications System.The Client Success Officer (Production) should:Receive all Netbank client messages (inquiries, requests, issues, and concerns) from all channels of the bank and ensure that tickets are properly created (with complete and accurate details) within the Level 1 Ticketing System (Hubspot Service Module).Ensure that a timely and accurate response/acknowledgement is provided to the client upon receipt of the issue/inquiry. Conversations must be logged and monitored within Hubspot.If necessary, directly engage the client to request for additional details that would be relevant to the investigation and resolution process. Conversations must be logged and monitored within Hubspot.Assess the nature of the client’s message and properly associate a severity level and identify the next course of action towards resolution.Escalate the ticket to the Product/Sales team if the nature of the client’s message is an inquiry or customization proposal related to the products, services, and channels.Escalate the ticket to the appropriate Level 2 Support Unit if the nature of the client’s message is to request for integration support in Sandbox/UAT or to report an issue in Production.Refer to a Support Playbook to identify if the message has been encountered before and check if a resolution is possible within Level 1.Ensure that all details are complete and accurate when escalating the ticket to other support units.Create Notes within the Hubspot ticket to log important details and development.Monitor the aging rate of each ticket and follow up with the relevant Level 2 Support Units when necessary or as needed.Ensure that the resolving unit will be able to assess and provide an estimated time of resolution within the acceptable time frame stated in the Service Level Agreements.Ensure that status updates are being provided by the resolving unit every end-of-day (EOD) or as available until the ticket has been resolved.Ensure that the updates (assessment, estimated time of resolution, and daily status updates) from the resolving unit are properly and timely relayed to the client via the Partner Dashboard and Email.Ensure that the tickets are reflecting proper and accurate statuses and updates across all channels (Level 1 Ticketing System, Partner Dashboard, Level 2 Ticketing System)Conduct regular service reviews with internal teams to assess the support performance (volume of tickets, average response and resolution time, nature of issues, Product Success Rate, System Uptime), to gauge customer satisfaction, and to identify areas for product or process improvements.Manages and enhances the Netbank Virtual Client Support Processes, Handbook and PlaybookActively monitor overall client transaction behavior and flag unusual trends (e.g. multiple/high failure rate, unusually low transaction volume, etc.)Update and manage the Support Playbook to build the knowledgebase on how to effectively handle inquiries, requests, issues, and concerns. The goal is for faster identification of resolution for common or previously identified cases/issues.Send advisories to Clients regarding System Maintenance Schedules, downtime alerts, and resolution updates.Send newsletters to clients regarding new Deployment Release Notes and functionality releases.