Customer Service Representative / Shift: (11:00 AM EST – 8:00 PM EST)

Transend is a B2B financing platform focused on helping small businesses achieve their potential. The Customer Service Representative will be the first point of contact for customers, responsible for addressing inquiries, resolving issues, and providing support across various channels.

Responsibilities:

• Manage a high volume of inbound and outbound calls, emails, and chat inquiries in a fast-paced environment
• Conduct proactive outbound calls to customers for payment reminders, past-due accounts, onboarding follow-ups, and account-related outreach
• Engage customers in collections-related conversations with professionalism, empathy, and a solutions-focused approach
• Explain account status, payment obligations, and available resolution options clearly and accurately
• Meet individual performance expectations related to inbound and outbound call volume, follow-ups, and resolution quality
• Accurately document all customer interactions, payment discussions, and outcomes in CRM and support systems
• Adhere to all regulatory, compliance, and data security requirements related to customer and financial information
• Collaborate with internal teams to resolve escalated or complex customer issues
• Continuous Improvement: Proactively identify areas for improvement, accept coaching guidance, and take ownership of personal performance

Requirements:

• High school diploma or equivalent
• At least 1 year of experience in customer service, preferably in a fintech or financial services environment
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner
• Strong analytical and critical thinking skills in real time, assessing customer needs to find effective solutions
• Comfortable using customer relationship management (CRM) software, email, Microsoft suite, and other communication tools
• Maintain a positive and empathetic attitude even during challenging interactions
• Collaborate effectively with colleagues across different departments
• Thrive in a fast-paced startup environment where priorities can shift quickly; demonstrate a willingness to wear multiple hats, take on new challenges, and continuously adapt to evolving products, processes, and business needs
• Ability to work independently in a fully remote environment, with a reliable high-speed internet connection and a dedicated, quiet workspace suitable for handling a high volume of calls
• Shift: Monday – Friday (11:00 AM EST – 8:00 PM EST)