Customer Service (Loans)Remote

Customer Service (Loans)

The crushing weight of debt is something that we believe holds people back from reaching their dreams and making a splash in the world. So in 2013, after seeing our friends and family struggle with student loans, we created Splash Financial. Over the years, our mission has expanded to include helping people with other forms of debt - such as refinancing credit cards, which are at all time highs in the US. And we've been able to refinance $6+ Billion in loans through our network of Splash, powered credit union and bank partners who leverage our marketplace and automated loan processing technology. And we've raised over $70 million from investors like partners of DST Global, Citi Ventures, TruStage Ventures, Northwestern Mutual Future Ventures, Detroit Venture Partners, and more. But at our core, we're still that little company from Cleveland with a big dream : to make people more powerful than their debt and we're just getting started..

About Our Workplace

Splash is remote-first, and proud of it. We spend our days creating ways to simplify financial products, then get them into the hands of people who need help. Right now, we're focused on developing financial technologies that fundamentally change the way the industry lends. And to hire the best, we provide the best : great health insurance, competitive salaries, and unique benefits like quarterly meet-ups, access to community, and engagement tools. And although we've been around since 2013, we still love to think like a start-up a place that empowers good people to do great things, fast. We're friendly, folksy, and have Slack channels for both #kids-and-pets and #food. We're good people who want to make a difference in the financial landscape, and we approach tackling challenges with creativity, passion and urgency.

About The Role

Splash Financial is seeking an experienced Loan Consultant for our 12pm to 9pm EST shift. In this role, you'll handle inbound queries from potential customers via phone, email, and / or chat. Additionally, you'll reach out to customers who have initiated an application, guiding them through the process and addressing their questions. Your mission will be to deliver a world-class customer experience. This role will collaborate with internal stakeholders to ensure consumer insights are shared, will focus on achieving first contact resolution while maintaining high customer satisfaction scores and meeting other department metrics.

What You'll Do At Splash

• Provide a world class customer experience to anyone who visits the site or reaches out for support.
• Proactively respond to inbound customer inquiries via phone, email and web chat. Assist with select outbound campaigns as needed.
• Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines.
• Document customer interactions and feedback accurately in the company's CRM system to ensure comprehensive records and facilitate continuous improvement.
• Share insights with management regarding enhancements / adjustments to improve overall company products, operations and policies.
• Ensure timely follow-up and resolution of customer issues and concerns, striving for complete satisfaction.
• Continuously stay updated on industry trends and product knowledge to better serve customers and contribute to ongoing improvement efforts.

What You'll Bring To Splash

Compensation

The base pay for this role is $24.04 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.

Splashers Enjoy

Employment at Splash is based on individual merit. Opportunities are open to all, without regard to race, color, religion, sex, creed, age, handicap, national origin, ancestry, military status, veteran status, medical condition, marital status, sexual orientation, affectional preference, or other irrelevant factors. Splash is an equal opportunity employer.