Customer Service - Loan Servicing
About The Position
As a part of our Member Services team, you’ll impact the lives of everyday people and help them move from surviving to thriving with innovative digital personal finance solutions. In this role, you will assist our Members with their loan program(s). From onboarding and new accounts set up, to answering questions and coaching them throughout their journey, you’ll be there every step of the way to provide empathy, care, and guidance when it’s needed most. Work from home/hybrid: We are proudly offering hybrid options in the Phoenix, AZ metro market. Employees will work 3 days per month in our Tempe office, the rest of the month, you can work from home! Initial training will be conducted remotely but portions of your nesting period will be conducted onsite to facilitate the best side-by-side opportunities. We want to set you up for success!
Requirements
- Minimum of 1 year of Customer Service experience (call center or retail)
- Bilingual preferred (Fluent and comfortable handling customer calls in both English and Spanish)
- Available for an 8-hour shift Monday - Friday between the hours of 7am - 6pm
- Willingness to work onsite in our Tempe office 3 days each month
- People-focused approach and solution mindset
- Ability to handle a high volume of inbound calls
- Strong communication skills
Responsibilities
- Communicate with our members via phone and email exhibiting care in every interaction
- Work out arrangements with clients who are late on their payments, in order to bring their accounts current.
- Handle 45-55 inbound/outbound calls/day focusing on resolving customer issues and providing an optimal customer experience
- Meet monthly call center goals
- Listen to our members using a solution-based servicing approach, providing empathy and care for their unique needs
- Collaborate with your team to share knowledge and best practices
- Accurately notate members’ accounts
- Must be able to complete required training with no absences
Benefits
- Hybrid work opportunities
- 401 (k) with employer match
- Medical, dental, and vision with HSA and FSA options
- Competitive vacation and sick time off, as well as dedicated volunteer days
- Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts
- Up to $5,250 paid back to you on eligible education expenses
- Pet care discounts for your furry family members
- Financial support in times of hardship with our Achieve Care Fund
- A safe place to connect and a commitment to diversity and inclusion through our six employee resource groups
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
