Customer Care Agent

About Above Lending

Above Lending is a progressive financial services company dedicated to empowering everyday Americans to escape the cycle of expensive debt and build a healthier financial future. We provide tailored lending solutions, competitive interest rates, and personalized assistance. Our mission is to streamline the lending process and help clients achieve financial wellness. We pride ourselves on a culture rooted in compliance, ethics, and user-focused technology.

Role Overview

We are expanding and seeking an experienced Customer Care Agent to join our remote team. This full-time position requires working from 10:00am to 7:00pm Central Time. The successful candidate will deliver outstanding support for customer accounts and loan services through phone and email communication. Responsibilities involve assisting with payments, account inquiries, and updates while ensuring excellent customer satisfaction.

Key Responsibilities

• Respond to customer questions, help with account navigation, process payments, and manage account amendments via phone and email.
• Deliver attentive and responsive service by carefully listening to customer issues and addressing them promptly and accurately.
• Apply analytical thinking and problem-solving skills for efficient dispute resolution and inquiry handling.
• Manage multiple tasks efficiently and be adaptable to evolving priorities in a dynamic environment.
• Enter customer data and account details with precision and dependability.
• Follow company policies and guidelines to maintain consistency and regulatory compliance during interactions.
• Use time management skills to meet service standards and provide high-quality support.
• Work collaboratively with peers and various departments to handle complex customer concerns and enhance service procedures.
• Align every customer interaction with company objectives and goals.

Candidate Qualifications

• Exceptional listening abilities to understand customer needs and concerns thoroughly.
• Excellent verbal and written communication capabilities to liaise effectively with customers and team members.
• Strong skills in critical thinking and problem resolution to efficiently address inquiries.
• Capacity to multitask and adapt within a fast-paced setting.
• Proficient and accurate in data entry tasks with attention to detail.
• Effective at managing time and prioritizing assignments to meet deadlines.
• Experience with Talkdesk, GDS, LoanPro, Zendesk, Microsoft Office, and Google Suite is advantageous.
• Preferred: At least two years of experience in financial services and contact center environments.

Additional Information

Above Lending supports equal employment opportunities and does not accept unsolicited resumes from third-party recruiting agencies without prior consent. The company utilizes AI tools in parts of the recruitment process to aid application evaluation, but final hiring decisions are made by humans. For details on data handling and privacy under the California Consumer Privacy Act (CCPA), refer to our policies.

Compensation and Benefits

This role offers a base salary supplemented by monthly performance bonuses contingent on meeting specific metrics as described in the company's commission structure. Final salary decisions consider individual applicant qualifications and experience.