User Support Specialist
New
A
ArrayFintech
Remote - USA or CanadaFull-TimeMiddle
Salary$60,000 + for base salary, depending on experience.
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Job Details
- Languages
- Spanish and English
- Experience
- 2 + years
- Required Skills
- SQLRESTful APIsCustomer support
Requirements
- 2+ years of call center experience (Customer service).
- Experience in the Fintech or financial services fields, with a focus and/or understanding of loan or mortgage support.
- Ability to dissect customers’ situations to define the request and create a resolution.
- Fluency in both Spanish and English with the ability to build empathy and rapport.
- Ability to thrive in a fast-paced and goal-oriented environment.
- Positive attitude and the ability to collaborate with other team members and internal departments.
- Basic understanding of REST APIs and SQL for reviewing and querying data (a plus).
Responsibilities
- Successfully resolve customer calls by determining the reason for customer outreach, identifying solutions, and executing or escalating as necessary.
- Manage inbound and outbound calls in a timely, efficient manner.
- Provide accurate support from start to finish to resolve customer inquiries or concerns.
- Understand and strive to meet or exceed call center or other operational metrics.
- Identify trends or systemic issues and escalate internally within the organization.
- Listen and demonstrate empathy with customers who may be frustrated or stressed.
- Review customer accounts, providing updates and information about billing and payments.
- Keep records of information received in conversations and log it into the database.
- De-escalate situations involving dissatisfied customers.
- Maintain up-to-date familiarity with product offerings to deliver accurate support.
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