Address
Form of work
SalaryCustomer Support Specialist
Are you dependable? Do you have a great attitude? Do you have good communication skills? Are you detail-oriented? Are you self-motivated? Do you take pride in your work? If so, you might just be perfect for this position! Apply today
Company
Kashable is a fast growing, venture-backed Fin-Tech startup headquartered in NYC. We provide socially responsible, low-cost credit to American employees offered as a voluntary benefit through their employer. We were founded in 2013 by a team of serial entrepreneurs with deep experience and expertise in the specialty finance industry and have since become the leading provider of personal loan financing solutions at the workplace, catering to employers that run the gamut from Fortune 500 companies and small businesses to nonprofits and governments. We are a dynamic, ambitious, and hard-working team that is redefining financial wellness for working Americans.
What You’ll Be Doing at Kashable- Customer Support Representative:
Our Support Team is part of a highly motivated client facing energetic team based in NYC and covering a wider range of responsibilities including fraud detection and prevention, engaging with consumers, delinquencies recovery, and building excellent consumer experience. You will be challenged to become an expert in our lending operations and will work closely with other teams in the company to deliver solutions to our users. In this position, you will be focused on helping users navigate through applications as well as establish repayment options on delinquent loans.
What You Are Accountable For:
- Handle incoming support requests from customers and prospects through various channels, such as live chat, email, and phone
- Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features
- Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
- Contribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratings
- Collaborate with other members of operations and customer success teams to escalate issues where appropriate
Who You Are:
- Bachelor’s degree with 1+ years in experience preferably in consumer lending
- Loan Servicing experience preferred
- Extremely comfortable with computers and G-suite and able to quickly learn new systems & processes
- Strong negotiating, communication, typing, and written communication skills
- Detail-oriented and a passion for accuracy
- Strong Customer Service skills and the ability to skillfully handle confrontation
- Goal-oriented and experienced in high-performance teams
- Comfortable spending a majority of your time engaging with a customer over the phone
- Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement
Bonus Points:
- Experience in FinTech and start-up environments
- Bi-lingual a plus
- Prior experience providing Customer Service in an eCommerce business is a plus
Perks & Benefits:
- We offer a competitive salary, benefits and perks that make the day to day enjoyable
- Generous Healthcare coverage including Dental & Vision benefits
- Great PTO and Holidays
- 401k Plan
- Paid parental leave
- Subsidized ClassPass membership
- Weekly catered lunches and snacks in a fully stocked office
- Pet friendly office
Job Type: Full-time
Pay: $45,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
- Evening shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- In-person
- Office
Education:
- High school or equivalent (Required)
Experience:
- Financial services: 2 years (Required)
Work Location: In person
