At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.Our Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. They are Beyond’s caring voice to the client and guide them from enrollment through graduation. Our Customer Service Representative possesses a “second-to-none” work ethic and an upbeat, positive and passionate attitude about customer service. By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client’s needs and exceed expectations, our Client Success Department is critical to the success of helping maintain Beyond’s white glove service standard.As a Customer Service Representative, you will complete a four week training program to become an expert in Beyond's financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Client Success Specialist role is a remote position.What You’ll DoAbove all else, 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 environmentProactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationshipExhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutionsDevelop 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 mannerWork independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all timesOperate, 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 issuesContinuously 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 efficiencyEngage with feedback to leader and team to collaborate and streamline workflowsWhat We Look ForMinimum 1 year relevant call center experience (Required)Bilingual - Spanish (preferred / not required)Reliable, high speed internet connection with ethernet (Required)Strong computer technical skills with the ability to learn and navigate complex systemsExcellent communication skills (written, verbal, and listening)You operate with understanding, active listening, patience, empathy and kindness to customersStrong interpersonal skills and can independently handle routine and complex client inquiriesHave a people-focused approach and solution mindset, you’re an effective problem solver.Effective at time management, planning & organizing tasksAbility to work from home in a distraction free environmentWhy Join Us?While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:Considerable employer contributions for health, dental, and vision programsGenerous PTO, paid holidays, and paid parental leave401(k) matching programMerit advancement opportunitiesCareer development & trainingAnd finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
19 days ago