SFS Customer Success Advocate (Bilingual English/Spanish)

• The CLIENT's team is seeking a bilingual, highly motivated CLIENT'S Customer Success Advocate to provide support and risk mitigation within the business financing space with fluency in both English (and Spanish preferred).
• The CLIENT'S team at CLIENT's is responsible for safely providing funds to our customers to help them grow their businesses.
• The Operations team on CLIENT'S 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 CLIENT'S and CLIENT's Loans related.
• You will use your proximity to customers to identify issues that will continually improve the customer experience for CLIENT's 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 CLIENT's Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

• 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 in both English and Spanish
• 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.

• Written and verbal communication skills in English (as well as Spanish).
• 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 CLIENT's and customers engaging with CLIENT's products.
• Top 3-5 skills/attributes: customer support experience, fintech or banking experience, tech industry experience.

• 1 years of customer service experience.

Salary : $20 - $25