Customer Operations Specialist - Bilingual

NinjaHoldings•Spring Grove, IL

2d•Hybrid

About The Position

NinjaHoldings is looking to add an exceptionally talented, bright, and driven Customer Operations Specialist to our team. NinjaHoldings is known for their exceptional customer operations team and we look forward to growing our team with you. This position is responsible for the customer service and collections servicing of all NinjaCard branded accounts. The Specialist is responsible for guiding an applicant through the application process and supporting the day-to-day operations of a customer’s life-cycle. The Customer Operations Specialist must demonstrate a strong customer service acumen, the ability to multi-task on the phone and computer at the same time using multiple systems and screens, and be able to support applicants of new, existing, and past due accounts. Your attention to detail and ability to multi-task are critical to be able to succeed in this role. The ideal candidate will have the passion to assist customers with empathy, demonstrate excellent problem-solving skills, have the ability to negotiate, and assist with recovering overdue payments building a plan in partnership with the customer. As a Customer Operations Specialist your primary responsibility is to take care of our customers and / or our prospective customers by handling their inquiries of all types. This team handles inquiries through a variety of different channels whether it’s via phone calls (inbound and outbound), e-mails, or instant messages. You must possess excellent written and verbal communication skills, a strong familiarity with Google docs, Gmail, and excellent typing skills.

Requirements

High school diploma, or equivalent experience.
Comfortable being on the phone, using a headset all day.
Able to demonstrate an understanding of what it's like to work in an environment handling many customer contacts on a daily basis thru various media streams
Exceptional communication and active listening skills with a proven history of professionalism and empathy in customer interactions
Demonstrated ability to multi-task extensively, excellent attention to detail
Must be able to work Monday-Friday 8:00am-5:00pm
Excellent listener, quick learner, and able to handle ambiguity and constant change
Ability to communicate professionally, with maturity and self-confidence
Comfortable utilizing new technology and have a proven ability to excel in a remote work environment
Patience in dealing with customers that are slower to learn new technology
Must have a strong at home internet connection
Applicants must live within 25 miles of 60081 zip code.
Credit and criminal background check required and must be at least 18 years of age.

Nice To Haves

Bachelor's degree preferred
prior call center experience is a plus
candidates with a proven background in fast-paced customer service environments.
Consumer financial sales experience and/or collections experience
Bilingual (English/Spanish)

Responsibilities

Drive business through excellent customer service at every step of the lending process
Build relationships via the phone and electronic communication (email/text/online chat)
Call on pending loan applications to help convert into customers
Review and evaluate client's financial documents and research financial history
Collaborate with underwriters as necessary to process loan applications in an expedited fashion
Identify process bottlenecks, inefficiencies and suggest improvements
Uphold compliance with company policies and procedure, as well as local, state and federal laws and regulation