Key skills
Customer ServiceAccount ManagementPayment ProcessingData EntryTalkdeskGDSLoanProZendeskMicrosoft OfficeGoogle SuiteFinancial Services Industry ExperienceContact Center ExperienceMultitaskingCommunicationCritical ThinkingTime Management
About this role
Above Lending is a next-generation financial services company focused on simplifying the lending process for clients. They are seeking a dedicated Customer Care Agent to ensure exceptional customer service and support regarding accounts and loan products, requiring effective communication and critical thinking skills.
Responsibilities:
- Assist customers with inquiries, account navigation, payments, and account changes via phone or email
- Provide exceptional customer service by actively listening to customer concerns and addressing them promptly and accurately
- Utilize critical thinking and problem-solving skills to resolve customer issues and inquiries effectively
- Multitask efficiently and adapt to changing priorities in a fast-paced environment
- Perform data entry tasks accurately and efficiently to update customer information and account details
- Follow instructions and company policies diligently to ensure compliance and consistency in customer interactions
- Manage time effectively to meet service level agreements and maintain high-quality customer support
- Collaborate with team members and other departments to resolve complex customer issues and improve processes
- Drive company goals and objectives in every customer interaction
Requirements:
- Excellent listening and understanding skills to comprehend customer needs and concerns
- Outstanding verbal and written communication skills to effectively communicate with customers and colleagues
- Strong critical thinking and problem-solving abilities to address customer inquiries and resolve issues promptly
- Ability to multitask and adapt to changing priorities in a fast-paced environment
- Proficient data entry skills with high accuracy and attention to detail
- Excellent time management skills to prioritize tasks and meet deadlines
- Experience with Talkdesk, GDS, LoanPro, Zendesk, Microsoft Office, and Google Suite is a plus
- Two (2) or more years of experience in the financial services industry preferred
- Two (2) or more years of experience working in a contact center environment is preferred