Client Success Specialist 1 Jobs

Who is Credible?

We are a marketplace where users can compare personalized, prequalified rates and quotes from multiple lenders and carriers, for student loans, mortgages, personal loans, and insurance.

We’re challenging the status quo by giving power to the consumer. We believe in a world where ‘ethical’, ‘lending’, and ‘insurance’ can coexist, so we set out to build innovative platforms that actually work for customers. Our mission is to help people find the best loan or insurance policy possible.

We believe researching and buying loans or insurance shouldn’t be confusing or complex, so we’ve focused on simplicity. We’ve created the only unbiased loan and insurance buying process out there, which makes finding options straightforward and clear.

About the Role:

As a member of Credible’s Customer Success Team, you’re enthusiastic about solving problems and answering questions. Using active listening skills and asking probing questions of your own, you provide all the relevant information so that our customers can make informed decisions for their financial future. You’ll respond to customer inquiries and tech support requests by phone, live chat, and email pertaining to our unsecured product verticals. These include Private Student Loans, Student Loan Refinancing, Personal Loans, and Credit Card offerings as well as our Mortgage Refinance and Home Purchase offerings. Through helping our customers use our service you’ll learn the ins and outs of Credible and prepare yourself to grow into a critical member of the Credible team.

• Schedule: Customer Success is open 7 days a week, so weekend and/or evening hours may be required.
• Compensation: This is a non-exempt, hourly role.

Responsibilities:

• Identify client needs and help clients use specific site features
• Have the opportunity to share your thoughts, opinions, and insights with leadership
• Perform other outlined projects, initiatives and responsibilities as assigned by your supervisor
• Identify trends impacting agent and client experience and communicate issues to Client Success Management
• Assist other team members with questions/issues they may have through internal team communication
• Respond to a high volume of inbound client inquiries coming in by phone, live chat, and email
• Complete outbound calling campaigns to help clients move forward with their loan request

Education and Experience:

• A Bachelor’s degree (preferred, but experience may be considered in lieu of a degree)
• Experience using CRM tools, like Salesforce (preferred)
• 1-3 years of customer service experience, ideally in a high-volume call center environment

Nice to Have:

• Customer-focused; you understand what makes people tick and you want to help them succeed
• Patient, courteous, energetic, and empathetic; both on the phone and in writing
• Good at spotting patterns; you notice when you a lot of people are running into similar issues and you are excited to help us make that problem disappear

Credible is open to hiring candidates in the following locations: North Carolina

Pursuant to state and local pay disclosure requirements, the pay ranges for this role, with final offer amount dependent on education, skills, experience, and location, are listed below. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents.

View More Details About Credible Benefits

Hourly Pay Rate

$18—$19 USD

Why work at Credible?

We combine the intelligence, expertise, and confidence of a financial advisor with the approachability and honesty of a friend. In other words, we’re the friend you always wish you had in finance.

We are optimistic, challengers, trustworthy, clever, and smart. We are open and transparent. We strive to act as advisors by being friendly, objective, and open in our communication. We use language that is intelligent yet approachable. When appropriate, we’ll drop in a bit of wit to position ourselves as a fresh, reliable voice in the financial world.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories consistent with applicable law.