Customer Experience Specialist

Compensation: $22-25/hr + monthly bonus. The rate offered will be based on experience, qualifications, and geographic location.

What is Reach Financial?

Reach Financial is a FinTech platform that is helping people outsmart debt for good.

We are building innovative products and best-in-class support that enable our customers to take control of their debt and de-mystify their personal finances. Our products and tools empower our customers to turn their financial goals into a reality.

Reach Financial launched in 2015 and has helped our customers pay off over $1 billion in debt. We offer debt consolidation loans and personal loans, and together these markets represent a $1.5T opportunity. In time, we will expand beyond these products to offer solutions for a variety of our customers’ personal finance challenges.

We are a fast-growing and fast-paced FinTech startup, with the stability of an established firm. You will have a front row seat at a rapidly growing company that is innovating the FinTech industry.

About the Role:

As a Customer Experience Specialist, you will be an integral part of our customer journey, responsible for delivering an extraordinary customer experience (via phone, and digital channels) in a Financial Services Contact Center environment. You will act as an advocate for our customers and always look for opportunities to go above and beyond to deliver the best possible experience. Empathy and patience are our top priority, and as a Customer Experience Specialist you understand the importance of active and deep listening and making sure our customers feel heard and understood. You possess demonstrable skills and strategies to drive maximum value and success with our customers and we look to this role for insight into best practice and opportunities for growth and optimization across the team.

The role will require you to be confident and comfortable working independently to resolve customer loan inquiries, quick-thinking with problem solving abilities and is comfortable liaising with various internal stakeholders when resolving more complex customer requests.

What You Will Do:

• Perform a high volume of Customer Contact Center transactions, assisting customers over the phone and by responding to emails, live chat, and SMS, including but not limited to: Advising customers about the terms of their loan or status of their application, processing payments, performing account maintenance requests, providing detailed explanations of Reach Financial products and loan documents, and other general loan inquiries.
• Commitment to providing outstanding customer experience.
• Meet all key performance indicators (KPIs) set by management including adherence to your assigned schedule.
• Document all customer interactions in CRM software (Salesforce) clearly and concisely.
• Perform outbound calls to applicants and work with the applicants to successfully move applications through to completion.
• Ability to work cohesively with other internal departments to complete servicing requests.
• Recognize complex issues and escalate them following written procedures.
• Assist management to identify improvements to existing workflow and/or procedures to enhance the customer experience.
• Maintain deep understanding of loan products, underwriting criteria, compliance standards, operational procedures, policies, and company core values to provide accurate information to customers.
• Responsible for retrieving mail through our nearby vendor mail location(s) and remote depositing checks for customers who mail in payments.
• Adhere to established service standards, guidelines, and procedures to deliver high-quality service and uphold customer satisfaction metrics.
• Identify and resolve customer issues, complaints, and concerns efficiently and effectively, demonstrating empathy and understanding throughout the interaction.
• Achieve high scores through Quality Assurance (QA) evaluations.
• Ability to assist in ad-hoc projects to facilitate individual and team development.
• Complete learning and development and compliance training as assigned.
• Some technical troubleshooting with computer systems.
• Perform additional duties as requested, including but not limited to: creation of Guru cards, responding to emails, email campaigns, reviewing customer feedback, learning and development for CX team, assist Customer Advocate Team.

What you should have:

• 3+ years of call center customer service experience and/or
• 3+ years of financial services industry experience (bank, credit union, fintech company)
• Experience in Banking or Finance Call Center is ideal!
• Experience with CRM tools (e.g., Salesforce/Zendesk/Avaya)
• Strong verbal and digital communication and interpersonal skills
• Strong problem-solving skills and the ability to handle challenging customer situations with patience and diplomacy.
• Superior listening skills and phone etiquette
• Ability to multi-task and/or operate in a fast-paced environment
• Superior level of written communication and numeracy skills is a must
• Experienced in critical thinking techniques
• The ability to interact and work respectfully and collaboratively with others
• Ability and flexibility to adapt to changes in an ever-evolving environment
• Capacity and openness to learn about new products and procedures
• Fluency in a second language (Spanish)