Client Success Specialist

Summary

Join Credible's Client Success Team and utilize your problem-solving and communication skills to assist customers with their financial decisions. Respond to inquiries via phone, live chat, and email regarding various financial products. You will identify client needs, help them navigate site features, and contribute to improving the overall client experience. This role involves outbound calling campaigns to support loan requests and collaborating with team members. Opportunities exist to share insights with leadership and contribute to team projects. This is a non-exempt, hourly role with potential for weekend and/or evening hours.

Requirements

• A Bachelor’s degree (preferred, but experience may be considered in place of a degree)
• 1-3 years of customer service experience, ideally in a high-volume call center environment
• Experience using CRM tools, like Salesforce (preferred)
• Highly proficient in basic computer software and navigation; including SaaS applications

Responsibilities

• Respond to a high volume of inbound client inquiries coming in by phone, live chat, and email
• Complete outbound calling campaigns to help clients move forward with their loan request
• Identify client needs and help clients use specific site features
• Identify trends impacting agent and client experience and communicate issues to Client Success Management
• Have the opportunity to share your thoughts, opinions, and insights with leadership
• Assist other team members with questions/issues they may have through internal team communication
• Perform other outlined projects, initiatives, and responsibilities as assigned by your supervisor

Preferred Qualifications

• Patient, courteous, energetic, and empathetic; both on the phone and in writing
• Customer-focused; you understand what makes people tick and you want to help them succeed
• Good at spotting patterns; you notice when a lot of people are running into similar issues and you are excited to help us make that problem disappear
• Problem Solver; you enjoy troubleshooting and investigating client issues, using critical thinking skills and resources to develop solutions
• Team Oriented; you work well with others and enjoy being part of a larger team, helping and supporting others