Customer Experience Specialist , Reach Financial
$22-25/hr + monthly bonus
More information about location
Digital banking and lending platform
Be an early applicant
Digital banking and lending platform
21-100 employees
Be an early applicant
$22-25/hr + monthly bonus
More information about location
21-100 employees
Company mission
Reach's mission is to help people outsmart debt for good
Role
Who you are
- 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)
What the job involves
- 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
- 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
Our take
Around 20% of U.S. venture capital poured into FinTech in 2021. Ripe for disruption, financial services like lending are also incredibly lucrative businesses. Reach Financial is part of a cohort of startups trying to reshape the lending experience for consumers in the U.S.
While many technology companies have attempted to go after this vertical, few have done so with the poise of Reach. Others have pursued flashy product features and feel-good branding. Instead, Reach has steadily built up a reputation for offering a practical, modern lending service distinguished for its customer service.
The startup also differentiates itself by its proprietary method for underwriting good borrowers based on signals that go well beyond credit scores. A major part of its focus will be refining its combination of artificial intelligence and machine learning to approve applicants who may be overlooked by other lenders.
Performing as a lender is becoming increasingly difficult in the current economic climate. Strong capabilities as an underwriter combined with a stellar reputation among borrowers should see Reach fare better than most venture-backed fintechs in this cycle.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Time-off | Our generous vacation day policy provides 3-6 weeks depending on your time with us. Additionally, we provide 1 paid day to volunteer at the non-profit of your choice!
- Health insurance | Our comprehensive medical, dental, and vision plans ensure that our team members and their families are protected and supported
- Life insurance | We are happy to cover up to $250,000 in life insurance benefits for every team member
- Learning & development | Monthly lunch-and-learns, quarterly financial wellness webinars and online training courses are just some of the ways we help you grow and recognize growth in each other
- Flexible geography | We are flexible on where our team members live, with a commitment to virtual workplace interaction, collaboration, and engagement
- Parental leave | We offer 12 weeks of paid parental leave to give new parents the time they need and deserve to bond with their new family members
- 401k savings | Our 401k plan that includes a company match that lets you save tax-free for retirement
- Team Events | We provide regular opportunities to gather as a community, both virtually and safely in-person — whether it’s Pride Month, the Summer Step Challenge, or our end-of-the-year holiday party, we are here to celebrate what makes us unique!
Company HQ
Financial District, New York, NY
Leadership
Daniel Tilipman
(CEO)Previously President and Co-founder of National Debt Relief.
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