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

Transend provides B2B financing solutions for small businesses. The Customer Service Representative supports customers across phone, email, and chat by handling inquiries, resolving account and payment issues, and conducting follow-up and collections outreach.

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
• 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
• fintech or financial services environment
• Fluency in both English and Spanish, with strong written and verbal communication skills in both languages