Customer Experience Advocate

Credit Genie • Plymouth Meeting, PA

7d • Onsite

About The Position

As a Customer Experience Advocate at Credit Genie, you will serve as a primary point of contact for customers seeking support across our products and services. You will be responsible for delivering accurate, empathetic, and compliant customer support while adhering to established workflows, policies, and service-level expectations.
This role plays a critical part in maintaining customer trust and ensuring a consistent, high-quality experience. The successful candidate will demonstrate strong communication skills, sound judgment, and the ability to navigate multiple systems while operating in a regulated financial services environment.

Requirements

• Bachelor’s degree from an accredited institution required.
• Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment.
• Strong written and verbal communication skills with the ability to clearly explain information and resolve issues.
• Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations.
• Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office).
• High attention to detail and the ability to follow established workflows, policies, and procedures.
• Ability to handle sensitive customer and financial information with discretion and professionalism.
• Adaptable, solutions-oriented, and comfortable working in a regulated financial services environment.

Responsibilities

• Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks.
• Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions.
• Adhere to internal SLA targets for response and resolution times while maintaining high quality standards.
• Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations.
• Partner with peers and senior agents to share best practices and maintain consistent service quality across the team
• Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling.
• Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved.
• Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners.
• Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction.
• Ensure all customer communications and actions adhere to company policies, regulatory requirements, and data privacy standards.
• Support testing, rollout, and feedback efforts for new features, tools, or workflow updates that impact customer interactions.
• QA the product and support experience by testing flows, language, procedures, and edge cases before updates reach customers or BPO teams
• Contribute ideas to Improve CX systems and workflows so the team can move faster and operate more proactively.
• Troubleshoot operational issues in tools like Zendesk and identify fixes such as routing changes, trigger updates, workflow improvements, and automation opportunities

Benefits

• 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment.
• Receive up to $100 per month in fitness reimbursement or enjoy a complimentary full membership to LifeTime Fitness or Equinox.
• 401(k) with a 3.5% match and immediate vesting
• Meal program available for both lunch and dinner
• Pre-tax benefits, including a $1,000 HSA match
• Life and accidental insurance
• Flexible PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level