Customer Service Representative

The Customer Service Representative at Beyond Finance serves as the primary point of contact for clients enrolled in the company's financial hardship programs. They are responsible for providing compassionate and supportive customer service, guiding clients from enrollment through graduation. The role requires a strong work ethic, positive attitude, and the ability to anticipate client needs and exceed expectations. The Customer Service Representative will undergo a four-week training program to become an expert in the financial hardship programs and will be responsible for delivering superior customer service and a positive experience to clients. The role is remote and requires the ability to work weekends and evenings.

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls
• Respond to client requests, anticipate unstated needs, and educate them on our programs
• Proactively identify, analyze, and resolve client issues
• Exhibit strong written/verbal communication skills and excel at customer interaction
• Develop and maintain positive client relations
• Work collaboratively with other departments to handle client requests and questions
• Drive retention of clients through bolstering product knowledge and providing best-in-class service
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information
• Research through multiple computer programs/systems simultaneously and document information in the CRM database
• Continuously learn, interpret, and utilize company and industry knowledge
• Meet and exceed client centric performance expectations focused on quality of service and efficiency
• Engage with feedback from leaders

• Excellent customer service skills
• Strong written and verbal communication skills
• Ability to provide a helpful and caring customer service experience
• Proactive in identifying and resolving client issues
• Ability to work in a remote call center environment
• Ability to work weekends and evenings
• Strong problem-solving and critical thinking skills
• Ability to work independently and as part of a team
• Proficient in using a desktop computer and navigating multiple computer programs/systems
• Familiarity with CRM databases
• Continuous learning and ability to stay up-to-date with industry knowledge and practices
• Ability to meet and exceed client-centric performance expectations

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training
• Uplifting, collaborative work environment
• Team spirit and culture of community, connection, and belonging