Customer Service Representative

Summary

Join Beyond Finance as a Customer Service Representative and make a difference in the lives of everyday Americans struggling with debt. You will be the primary point of contact for clients enrolled in our financial hardship programs, guiding them from enrollment to graduation. This remote position requires excellent customer service skills, strong communication abilities, and the ability to work independently and as part of a team. You will receive comprehensive training and have the opportunity to grow your career within a supportive and collaborative environment. Beyond Finance offers a competitive benefits package, including health insurance, paid time off, and a 401(k) matching program. If you are passionate about helping people and have a strong work ethic, we encourage you to apply.

Requirements

• Minimum 1 Year of Call Center Experience Required (High Volume preferred!)
• Reliable, High Speed, Internet connection (Required)
• Strong computer technical skills with the ability to learn and navigate complex systems
• Excellent communication skills (written, verbal, and listening)
• You operate with understanding, active listening, patience, empathy and kindness to customers
• Strong interpersonal skills and can independently handle routine and complex client inquiries
• Have a people-focused approach and solution mindset, you’re an effective problem solver
• Effective at time management, planning & organizing tasks
• Ability to work from home in a distraction free environment
• Ability to work weekends and evenings is required

Responsibilities

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
• Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
• Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions
• Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
• Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues
• Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions
• Meet and exceed client centric performance expectations focused around quality of service and efficiency
• Engage with feedback to leader and team to collaborate and streamline workflows

Preferred Qualifications

Bilingual - Spanish (preferred / not required)

Benefits

• 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