Customer Service Specialist

About the role

NinjaHoldings is seeking to add exceptional Customer Service Specialists to its team. This role is responsible for guiding applicants through the loan approval process and supporting the day-to-day operations of a customer's loan life cycle.

Responsibilities

• Take care of our customers and / or our prospective customers by handling their inquiries of all types.
• Handle and initiate inbound and outbound support requests through a variety of different channels, including phone calls, emails, or chat.
• Keep customer records meticulously updated with accurate information for every action and interaction taken on a customer loan.
• Ensure applications are moved to a final state and support all of them throughout their application journey.
• Call on pending loan applications to help convert into customers and assist where needed.
• Review and evaluate client's financial documents and research financial history.
• Uphold and adhere to strict compliance policies, procedures, and regulatory guidelines, achieving company standards for quality and responsiveness, as well as local, state, and federal laws and regulations.

Requirements

• Must be 18 years of age or older.
• Excellent typing skills.
• Experience with all Google suite and Microsoft products.
• Associate's Degree OR equivalent experience with 3+ years' experience in customer service.
• A customer-centric approach with adaptability to various personality types.
• Excellent written and verbal communication skills.
• Ability to sit or stand 8 hours a day wearing a headset.
• Flexible to work flexible shifts - no weekends.
• Excellent listener, quick learner, and able to handle ambiguity and constant change.
• Professional, mature, and confident communication skills.
• Patience with dealing with customers who are slower to learn new technologies.
• Credit and criminal background checks required.
• A strong at-home internet connection, all equipment will be provided to you.

Qualifications

• Must have a strong at-home internet connection, all equipment will be provided to you.

Skills

• Bilingual (English/Spanish) is a plus.
• Call-center experience is a plus.
• Experience in FinTech or financial services with a focus on technology is a plus.
• Experience with Google Suite products, Microsoft Office, JIRA, & Slack is a plus.
• Experience in a remote work environment is a plus.
• The willingness to take on new tasks and broaden scope of responsibilities is a plus.

Benefits

Compensation for this position is a budgeted hourly rate of $20.00. Additional compensation for this role may include bonuses. All full-time employees are eligible to participate in company benefits.