Customer Service Representative

About the role

The Customer Service Representative serves as the primary point of contact for clients enrolled in financial hardship programs, guiding them from enrollment through graduation. This role involves providing superior customer service through high-volume inbound and outbound calls in a remote environment. The representative acts as a caring voice for the client while ensuring adherence to company service standards.

Responsibilities

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls
• Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking
• Develop and maintain positive client relations and work collaboratively with other departments
• Work independently and with a team to drive retention of clients through product knowledge
• Operate, navigate, and troubleshoot a desktop computer to document information in the CRM database
• Continuously learn and utilize company and industry knowledge to deliver accurate solutions
• Meet and exceed client centric performance expectations focused around quality of service and efficiency
• Engage with feedback to leader and team to collaborate and streamline workflows

Required skills

• Call center
• Customer service
• Communication skills
• CRM
• Technical troubleshooting
• Time management

Nice to have

• Bilingual Spanish

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• Paid parental leave
• 401(k) matching
• Career development

About the Company

Beyond Finance is a company dedicated to helping everyday Americans escape the cycle of debt through compassionate, individualized care and customized financial solutions. They focus on compliance, ethics, and user-centric technology to support clients on their path to a brighter financial future.