Customer Service Advocate

AMISEQ is seeking a highly motivated Customer Success Advocate to provide support and risk mitigation within the business financing space. The role involves assisting Sellers with loan inquiries and improving the customer experience for loan borrowers.

Responsibilities:

• Effectively solve customer inquiries via phone and email using a CRM tool
• Understand escalation paths to effectively triage a Seller's needs based on where they are in the cycle of their loan to mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for the timely resolution of queued transactions to minimize potential revenue losses
• Identify, document, and follow up with cross-functional teams on product bugs and features
• Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products
• Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing

Requirements:

• 1+ years of professional experience with a financial institution
• Experience in direct customer-facing roles
• Strong organizational, analytical, written, and verbal communication skills
• Superb attention to detail
• 1 + years of customer service experience
• 1+ payment provider, or tech company preferred
• Bilingual in Spanish strongly preferred, but not required