Customer Engagement Specialist

Summary

Join a dynamic team at Splash Financial as we seek an experienced Customer Engagement Specialist to deliver world-class customer experience and shape our program for exponential growth.

Requirements

• Prior banking and/or lending experience
• Experience with high-volume outbound dialing to engage & support members
• Associate or Bachelor’s degree preferred
• Experience with Salesforce or other CRM system / tech savvy
• Microsoft office and/or Google Suite proficient
• Ability to multi-task and manage changing priorities
• Strong communication skills: Excellent verbal and written communication abilities to effectively interact with customers and team members
• Problem-solving mindset: Proven ability to analyze issues and develop practical solutions in a fast-paced environment
• Attention to detail: Keen eye for accuracy and thoroughness in handling financial information and customer data
• Customer-centric approach: Demonstrated commitment to providing exceptional service and support to clients
• Team collaboration: Ability to work effectively both independently and as part of a team, contributing to a positive team dynamic
• Adaptability: Capacity to quickly learn new systems, tools, and processes, adapting to the evolving needs of the company

Responsibilities

• Provide a world class customer experience to anyone who visits the site or reaches out for support
• Proactively reach out and manage a pipeline of borrowers with submitted loan applications
• Communications will occur primarily via outbound phone calls. You will also leverage email, text, and web chat
• Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines
• Document customer interactions and feedback accurately in the company’s CRM and LOS systems to ensure comprehensive records and facilitate continuous improvement
• Share insights with management regarding enhancements/adjustments to improve overall company products, operations and policies
• Ensure timely follow-up and resolution of customer issues and concerns, striving for complete satisfaction
• Continuously stay updated on industry trends and product knowledge to better serve customers and contribute to ongoing improvement efforts
• Assist with select Inbound support as needed

Benefits

• Fully remote work freedom
• Competitive salary packages
• Flexible PTO + 9 company holidays
• Equity: Share in our start-up success
• Comprehensive and affordable insurance benefits
• Paid parental leave for both caregivers
• Essential equipment to get the job done
• 401(k) for your future savings
• Quarterly meet-ups: In person & virtual fun
• Awesome Splash swag to flaunt your team spirit