Customer Service Agent

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