Customer Support (Loan Department)

Job Title: Customer Success Advocate

Location: Remote

Duration: 3+ months
Type: Contract

Summary:

We are seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space. The SFS team is responsible for safely providing funds to our customers to help them grow their businesses. The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community. In this role, you will provide support to Sellers with Loans questions/needs and become a leader in all inquiries SFS and Loans related. You will use your proximity to customers to identify issues that will continually improve the customer experience for Loans borrowers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful agents quickly become experts on Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

Role Responsibilities:

• Effectively solve customer inquiries via phone and email using a CRM tool
• Understand escalation paths to effectively triage a Seller s needs based on where they are in the cycle of their loan in order to mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Identify, document and follow up with cross functional teams on product bugs and features
• Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products
• Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Skills:

• Written and verbal communication skills
• 1+ years of professional experience with either a financial institution or payment provider preferred
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer facing roles
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Strong organizational, analytical, written and verbal communication skills
• Superb attention to detail
• Excellent time-management skills
• A desire to help people and improve the customer experience
• A passion for customers engaging with products
• Bilingual in Spanish a plus

Education:

• 1 + years of customer service experience