Customer Success Specialist FTE
Job Description
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
About the Role:Â
As a Customer Success Specialist, you will be supporting Self’s community in reaching their financial and credit goals. You will assist in resolving customer challenges through direct communication via phone, email and chat. You will work closely with the Customer Success team and leadership to shape Self by providing feedback and developing ideas for improvement. You will work in a highly collaborative yet autonomous environment- where we celebrate our customer's successes and thrive on reaching our own internal goals!Â
Candidate Description:Â
You are smart, organized, upbeat, driven, and dependable. You appreciate working in a fast-paced, collaborative environment that rewards ability and results. You are concise and direct – and flourish in a challenging environment that offers the opportunity to test your problem-solving skills. You have an ability to engage and relate positively to our customers and community.Â
What you’ll do:Â
- Work with the Customer Success team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions through our main communication channels (calls, emails, and chats)
- Act as a liaison with engineering, fraud, and product teams to communicate urgent customer issues
- Turn distressed customers/situations into opportunities to delight our customers through exceptional communication skills with a positive attitude
- Thoroughly review confidential customer documents
- Deliver results in a timely manner adhering to dedicated metrics.
- Thrive with the support of your teammates in daily/weekly meetings and fun team challenges
What you’ll have:Â
- Enthusiastic and “self-starter” approach
- Experience solving problems in a customer-facing environment, and providing consistent support
- Brings high energy and interest to customer inquiries and remains calm and respectful
- Ability to de-escalate distressed customers
- With a process-driven mindset; you can identify issues of all kinds and offer solid solutions
- Strong written, verbal, and organization skills
We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.Â
Our perks include:
- Company Equity in the form of RSUs
- Quarterly performance-based bonuses
- Generous employer-paid health, vision and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Paid parental leaveÂ
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.
Date Posted
01/30/2023
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