Customer Service Advisor

LendingClub•Lehi, UT

10d•Hybrid

About The Position

Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more. About the Role At Happen Bank, we take pride in helping our potential members improve their financial health through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are inspired by our vision and embody our values. By joining the Virtual Banking team, you will have the opportunity to empower those who strive to achieve financial success. You will be a guide to our members as they start a relationship with Happen Bank. In this role, you’ll experience a dynamic call center environment where we provide best-in-class, nonstop member interactions via phones, email, and chat, through three simple principles: “Build a Relationship, Make It Easy, and Think Ahead.”

Requirements

1+ year experience in retail customer service, banking, or call center
You are comfortable with technology and capable of handling back-to-back phone calls and rapid switches between phone, email, and chat communications
You can contribute to a positive team environment by actively engaging with your peers and leaders, seeking out and applying feedback, sharing ideas and best practices
You take ownership of customer concerns and resolve customer issues at the first point of contact
You are timely and reliable, as it is important to adhere to your daily schedule
Ability to build relationships and focus on customer experiences
High school diploma or GED equivalent required
Have a quiet, dedicated space (preferably with a door) where you can work uninterrupted at home. This also includes having a dedicated desk and chair for work
Have high speed internet with low usage during business hours (100 MBPS download speed and 10 MBPS upload speed)
Be able to connect directly into your modem/router (not via wifi); ethernet cord provided
Be comfortable trouble shooting technical issues without in-person IT support
MUST live and work within 75 miles of the LendingClub office hiring this role
While working, it is expected that you are not the primary caregiver to any pets, children or elderly

Responsibilities

Take inbound phone calls, chats, and/or emails while accurately completing online account transactions, maintenance, and service requests from customers
Maintain an excellent understanding of bank products and services, procedures, policies, and appropriate regulatory issues in relation to deposit and transaction accounts, while providing empathetic and professional customer service
Have a strong understanding of Happen Bank products/services with the ability to adapt to new situations by thinking critically, and providing solutions to our members
Help members understand their available options and plan what benefits them financially, as well as emotionally
Contribute to defined KPIs and results by infusing a human element into our call model