Customer Success Advocate

Lancesoft

Oakland, CA

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JOB DETAILS

SALARY

$22

SKILLS

1st Level Support, Business Growth, Business Operations, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Detail Oriented, Financial Services, Identify Issues, Loan Documents, Loans, Multilingual, Organizational Skills, Policy Development, Presentation/Verbal Skills, Product Planning, Resolve Customer Issues, Risk Management, Sales, Service Level Agreement (SLA), Slack, Spanish Language, Startup, Team Player, Time Management, Trend Analysis, Videoconferencing, Writing Skills

LOCATION

Oakland, CA

POSTED

2 days ago

Contract Remote Role | Customer Success Advocate
Duration: 3 months contract with possible extension
Pay Range: $22 - 24.96 (All Inclusive)

Job Description:
The *** Financial Services (SFS) team is seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space. The SFS team at *** 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 *** Sellers with *** Loans questions/needs and become a leader in all inquiries SFS and *** Loans related. 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. Successful agents quickly become experts on *** Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

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 in order 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.

Skills:

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
Interest in implementing feedback and dedicated to the improvement of your skills and work
Strong organizational, analytical, written and verbal communication skills
Superb attention to detail
Excellent time-management skills
A desire to help people and improve the customer experience
A passion for *** and customers engaging with ** products
Bilingual in Spanish a plus

1 + years of customer service experience

About the Company

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE

2,000 to 2,499 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2000

WEBSITE

http://www.lancesoft.com/

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