Bilingual CoBrand Customer Support Associate

Title:Bilingual Cobrand Customer Support Associate I Location:Las Vegas, Nevada Reports To:Supervisor HOURLY RATE: $21.00/Hour WORK SCHEDULE:Early Mornings The Company: Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app. We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other. What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants. We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale. Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence. The Role: As a Bilingual Cobrand Support Associate at Sunbit, you will play a vital role in assisting cobrand credit card customers with the application process and all servicing needs.. This involves guiding customers through any challenges they may encounter during each application step, identifying and troubleshooting issues, and providing basic technical support for Android and iOS devices. You will also be responsible for taking payments, answering basic questions about the brands and the card value proposition, and ensuring a seamless customer experience. The associate will also actively participate in process improvement initiatives, offer feedback in roundtables, and identify significant issues and bugs to enhance the overall co-brand application experience. Please Note: This position is in a Call Center, in office (non-remote) environment Requirements: What You’ll Be Doing: • Call Center Environment: Effectively manage a high volume of inbound calls in a fast-paced call center environment. • Expertise in Sunbit Products:Develop a deep understanding of Sunbit's products and services to provide comprehensive assistance to customers and retail partners. • Technical Troubleshooting: Provide basic technical support for Android and iOS devices to assist customers with application-related challenges. • Process Improvement: Actively participate in process improvement initiatives, offering feedback and suggestions to enhance the customer experience. • Issue Identification: Identify and report significant issues and bugs encountered during the application process to improve the overall experience. • Customer Focus: Deliver exceptional customer service, ensuring that all interactions are handled promptly, professionally, and thoroughly. • Collaboration: Collaborate effectively with team members and other departments to address customer inquiries and resolve issues efficiently. • Managing Escalations:Manage escalated calls with courtesy and professionalism, utilizing your experience to find appropriate resolutions. • Customer Support Assistance: Provide support to the Customer Care department as needed, assisting with overflow calls and general inquiries. • Payment Processing: Assist customers with processing payments, addressing any questions or concerns they may have about making payments on their accounts. • Brand Knowledge: Develop a thorough understanding of the co-brands and their value propositions to effectively answer customer inquiries and provide accurate information. • Additional Tasks:Ready to take on additional tasks as needed to ensure Sunbit's commitment to exceptional customer support. What You Bring to the Table: • Experience:Minimum of 1 year of experience in a Call Center or 2 years of Customer Service Experience (both B2B and B2C experience is a bonus). • Advanced Computer Skills:Strong typing and computer skills, with the ability to navigate multiple systems efficiently. • Multitasking:Proven ability to multitask effectively, ensuring that all customer interactions are managed efficiently. • Attention to Detail:High level of attention to detail, ensuring accuracy in all customer interactions. • Knowledge Growth: A commitment to continuous learning and a strong desire to expand your knowledge of Sunbit's products and services. Perks Included: • Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list • Mission driven + empowered + collaborative environment • State of the art customer care contact center • Competitive pay and stock options • 12 days of PTO your first year with increases thereafter + Holiday Pay • Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave • Newly added HSA and Pet Insurance • 401K Plan with Matching • Casual Dress • Other fun team events and Spirit Days • Open door policy / Open office floor plan Cultural Competencies for Success at Sunbit: • Serve others before self-Takes care of customers, and partners in a manner that demonstrates they are important • Own the impact-Ability to troubleshoot a variety of matters and holding yourself accountable. Strong organizational and time management skills with the ability to prioritize effectively • Connect genuinely-Build and maintain strong relationships with both customers and partners. Speak with customers and partners in a friendly, helpful and open demeanor • Act fast-Thrive in a fast-paced environment while maintaining a high level of support • Include always-Communicate well verbally and in writing, demonstrating empathy and understanding • Innovate for good-Establishes scalable capabilities by applying best practices to your workday. Recruitment Fraud Disclaimer We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @sunbit.com email address or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us [email protected] confirm. Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.