Associate Customer Recovery And Escalations Specialist

Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

As an Associate Customer Recovery and Escalations Specialist, you will support Self's community in reaching their financial and credit goals. You will resolve escalated customer support cases through direct communication via all incoming methods (highly focused on email and phone including executive escalations and Better Business Bureau complaints). You will work closely with the Customer Success team and Operations leadership to shape Self by providing feedback and developing ideas for improvement. You will dive deep into customer issues analyzing the entire history of customer contacts to determine the root cause.

As an Associate Customer Recovery and Escalations Specialist, your role goes beyond typical customer support and involves handling escalated customer issues and complaints with a focus on retaining customers and ensuring their satisfaction. You will be responsible for dealing with complex or high-level problems that require special attention and resolution. You will work in a highly collaborative yet autonomous environment- where we celebrate our customer's successes and thrive on reaching our own internal goals

Activities and Responsibilities:

• Turn distressed customers/situations into opportunities to delight our customers through exceptional communication skills with a positive attitude.
• Work closely with our Escalation and Complaints lead and the head of Voice of the Customer to provide data and insights to trends to help improve our customer experience through product and process improvements.
• Relationship Building: Build strong relationships with key stakeholders, including customers, to understand their needs, goals, and challenges. Proactively engage with customers to address their concerns, provide guidance, and maintain high levels of customer satisfaction.
• Continuously assess existing processes and workflows to identify opportunities for improvement. Develop and implement best practices for handling customer escalations, including standardized communication templates, escalation paths, and knowledge base articles.
• Document all customer interactions, actions taken, and resolutions provided in a clear and concise manner. Maintain accurate records of customer issues, escalations, and resolutions. Generate regular reports on escalations, trends, and recommendations for process improvements.
• Post-Resolution Follow-up: Conduct post-resolution follow-ups with customers to ensure that the proposed solutions have been effective and that the customers are satisfied with the outcome.
• Thrive with the support of your teammates in daily/weekly meetings and fun team challenges.
• Collaborate with internal teams such as, Support, Compliance and Product to drive issue resolution and ensure a seamless customer experience. Share customer feedback and insights with the Customer Experience manager for the voice of the customer read-out.
• Proactive Customer Feedback: Seeking customer feedback on their experiences and suggestions for improvement to help enhance the overall customer experience and identify potential issues before they escalate.
• Lead and determine appropriate remediation and recovery from a Customer Success perspective, including outbound customer communications where needed regarding high-impact issues.
• Customer Retention: Implementing strategies to retain customers by providing personalized and satisfactory solutions to their problems, thus preventing customer churn.
• Troubleshooting and Problem-Solving: Investigate and analyze customer issues to identify root causes, gather relevant information, and develop solutions. Collaborate with internal teams to resolve technical, operational, or product-related challenges.
• Customer Escalation Management: Act as the primary point of contact for escalated customer issues and ensure a timely and efficient resolution. Handle complex customer cases, assess their severity, and prioritize them based on impact and urgency.

Requirements:

You are smart, organized, upbeat, driven, and self-directed. You appreciate working in a fast-paced, collaborative environment that rewards ability and results. You are concise and direct – and flourish in a challenging environment that allows you to test your problem-solving skills. You have the ability to engage and relate positively to our customers and community. You can identify and determine appropriate customer recovery and remediations, even in difficult customer situations.

What you will need...

• A process-driven mindset; you can identify issues of all kinds and offer solid solutions
• Enthusiastic and "self-starter" approach
• You bring high energy and interest to customer inquiries and remains empathetic, calm and respectful
• 3 years experience in a customer support role, with 1 year resolving escalated cases.
• Experience in a FinTech, Banking or Healthcare contact center is strongly preferred.
• Strong written, verbal, and organizational skills
• Experience with solving problems in a customer-facing environment, and providing consistent support.
• Experience with Salesforce.com, Medallia Suite, and Google Suite is strongly preferred.

Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.

Our perks include:

• Team building events and activities
• Paid parental leave
• Educational assistance
• Flexible vacation policy
• Free gym membership
• Generous employer-paid health, vision and dental insurance coverage
• Quarterly performance-based bonuses
• Remote work arrangements/ flexible work schedule
• Company Equity in the form of RSUs
• Casual dress code

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.