Job Description

Job Title: SFS Customer Service Advocate

Duration: 3+ months with an extension.

Location: Oakland, CA (Remote)

Overview:

• The SFS team is responsible for safely providing funds to our customers to help them grow their businesses.
• The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community.
• In this role, you will provide support to Client’s Sellers with Client’s Loans questions/needs and become a leader in all inquiries SFS and Client’s Loans.
• You will use your proximity to customers to identify issues that will continually improve the customer experience for Loans borrowers.
• The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience.

Role Responsibilities:

• Effectively solve customer inquiries via phone and email using a CRM tool
• Understand escalation paths to effectively triage a Seller’s needs based on where they are in the cycle of their loan to mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Identify, document and follow up with cross-functional teams on product bugs and features
• Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products
• Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing .

Requirements:

• Written and verbal communication skills
• 1+ years of professional experience with either a financial institution or payment provider preferred
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer-facing roles
• Bilingual in Spanish a plus
• 1 + years of customer service experience

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