Customer Service Agent

Above Lending·Remote·Work From Anywhere
Support
Excel

WFA Digital Insight

As the demand for personalized financial services grows, companies like Above Lending are seeking skilled customer service agents to provide exceptional support. With the rise of remote work, this role offers a chance to join a dynamic team and contribute to Above Lending's mission. According to recent statistics, the financial services industry has seen a significant increase in customer inquiries, making this role a crucial part of the company's success. With a focus on transparency and simplicity, Above Lending is an attractive company for those passionate about delivering outstanding customer service.

Job Description

About the Role

The Customer Service Agent role at Above Lending involves working closely with customers to address their account-related inquiries, resolve issues, and provide top-notch support. As a key member of the customer care team, you will be responsible for ensuring that customers receive exceptional service and support, contributing to the company's mission of simplifying the lending process. Above Lending is committed to making credit more affordable and accessible, and as a Customer Service Agent, you will play a vital role in achieving this goal. Your day-to-day tasks will include assisting customers with payments, navigating their accounts, and facilitating necessary account changes. You will be working in a fast-paced environment, handling multiple customer interactions via phone or email, and collaborating with team members to resolve complex issues.

What You Will Do

  • Assist customers with account-related inquiries, payments, and loan products via phone or email
  • Provide exceptional customer service by actively listening to customer concerns and addressing them promptly and accurately
  • Utilize critical thinking and problem-solving skills to resolve customer issues and inquiries effectively
  • Multitask efficiently and adapt to changing priorities in a fast-paced environment
  • Perform data entry tasks accurately and efficiently to update customer information and account details
  • Follow instructions and company policies diligently to ensure compliance and consistency in customer interactions
  • Manage time effectively to meet service level agreements and maintain high-quality customer support
  • Collaborate with team members and other departments to resolve complex customer issues and improve processes
  • Drive company goals and objectives in every customer interaction

What We Are Looking For

  • Excellent listening and understanding skills to comprehend customer needs and concerns
  • Outstanding verbal and written communication skills to effectively communicate with customers and colleagues
  • Strong critical thinking and problem-solving abilities to address customer inquiries and resolve issues promptly
  • Ability to multitask and adapt to changing priorities in a fast-paced environment
  • Proficient data entry skills with high accuracy and attention to detail
  • Excellent time management skills to prioritize tasks and meet deadlines
  • Experience with customer relationship management (CRM) software, such as Talkdesk, GDS, LoanPro, or Zendesk
  • Two or more years of experience in the financial services industry preferred
  • Two or more years of experience working in a contact center environment preferred

Nice to Have

  • Experience with Microsoft Office and Google Suite
  • Familiarity with financial products and services
  • Certification in customer service or a related field

Benefits and Perks

  • Competitive base compensation
  • Performance bonuses based on qualifying metrics
  • Opportunity to work with a dynamic and growing company
  • Remote work options with flexible scheduling
  • Professional development and growth opportunities
  • Access to cutting-edge technology and tools
  • Collaborative and supportive team environment

How to Stand Out

  • To stand out as a candidate, highlight your experience with CRM software and financial products, and be prepared to provide examples of your problem-solving skills.
  • Make sure to review Above Lending's company values and mission to demonstrate your understanding of the company's goals and objectives.
  • Prepare for common customer service interview questions, such as 'How would you handle a difficult customer?' or 'Can you give an example of a time when you went above and beyond to help a customer?'
  • Be prepared to discuss your experience with data entry and time management, and how you prioritize tasks and meet deadlines.
  • Research the company's culture and values to ensure you are a good fit for the team, and be prepared to ask questions during the interview process.
  • When discussing salary, be prepared to provide examples of your previous experience and qualifications, and be open to negotiation.

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