Sfs Customer Success Advocate, Bilingual: Spanish

Our client, a global financial services and digital payments company is seeking an SFS Customer Success Advocate.

This position is a remote 4-month contract. You must be in the US, no H1B Visa status. Hourly rate $26.70, W2 + paid holidays through Talent Table.

Role Responsibilities:

• Identify, document and follow up with cross functional teams on product bugs and features.
• Effectively solve customer inquiries via phone and email using a CRM tool.
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses.
• Shift Hours: 8 am - 5 pm pacific time
• 100% Remote
• 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.
• 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.
• Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Skills:

• 1+ years of professional experience with either a financial institution or payment provider preferred.
• Superb attention to detail.
• Top 3-5 skills/attributes: customer support experience, fintech or banking experience, tech industry experience
• Experience in direct customer facing roles.
• Strong organizational, analytical, written and verbal communication skills.
• Excellent time-management skills.
• Interest in implementing feedback and dedicated to the improvement of your skills and work.
• 1 + years of customer service experience.
• 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.
• Written and verbal communication skills in English (as well as Spanish preferred).
• A desire to help people and improve the customer experience.