Customer Support Representative

LendingClub•Lehi, UT

3d•$18•Remote

About The Position

At LendingClub, we take pride in helping our 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 Member Engagement team, you will have the opportunity to empower those who strive to achieve financial success. You will be a one-stop shop for our members. You will guide and assist members through their journey to better financial health with LendingClub. In this role, you will experience a dynamic call center experience 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

6+ months of call center experience -AND/OR- 1+ year with in person customer service experience
You are someone who derives joy from interacting with others
You love a challenge, and you are motivated by numbers, goals, and metrics along with providing excellent service
You are adaptable and think critically when facing problems
You are comfortable with technology and capable of handling back-to-back phone calls
You can maintain a regular schedule with punctual attendance
You build relationships and focus on customer experiences
High school diploma or GED equivalent is 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
Required to be on the phones, work on a computer and at a desk for extended periods of time including viewing a screen, using a mouse, manipulating a keyboard and wearing a headset.
Must be able to function effectively in a dynamic, fast-paced call center environment where natural and regular work stressors can occur.

Responsibilities

Take inbound phone calls for members who need support in completing applications, adjusting payment amounts and dates, completing To-Do lists to get their loans approved – typically leading to 65 - 75+ calls per day
Listen and seek to understand the member’s goals/loan needs and tailor specific solutions, while providing an empathetic and professional customer experience
Simplify complex processes and financial concepts and make it easy for our potential members to grasp
Have a strong understanding of financial products/services with the ability to clearly convey product value via phone calls
Help members understand their available options and plan what best benefits them
Describe and present a full variety of relevant LendingClub products, messages and offers, including driving our members to the digital experience proactively or encouraging them to investigate the full suite of product offerings that could benefit them