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Customer Engagement Specialist

Remote

ABOUT OUR COMPANY:

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 Customer Engagement Specialist. In this role, you'll reach out to customers who have initiated an application, guiding them through the loan 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 high customer contact rates while maintaining high satisfaction scores, and meeting other department metrics.

If you’re at a point in your career where you’re ready for the challenge and excitement of shaping a program and scaling it exponentially, this could be the role for you.

WHAT YOU’LL DO AT SPLASH:

  • Provide a world class customer experience to anyone who visits the site or reaches out for support.
  • Proactively reach out and manage a pipeline of borrowers with submitted loan applications. 
  • Communications will occur primarily via outbound phone calls. You will also leverage email, text, and web chat. 
  • 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 and LOS systems 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.
  • Assist with select Inbound support as needed.

WHAT YOU’LL BRING TO SPLASH:

  • Prior banking and/or lending experience.
  • Experience with high-volume outbound dialing to engage & support members
  • Associate or Bachelor’s degree preferred.
  • Experience with Salesforce or other CRM system / tech savvy.
  • Microsoft office and/or Google Suite proficient.
  • Ability to multi-task and manage changing priorities.
  • Strong communication skills: Excellent verbal and written communication abilities to effectively interact with customers and team members.
  • Problem-solving mindset: Proven ability to analyze issues and develop practical solutions in a fast-paced environment.
  • Attention to detail: Keen eye for accuracy and thoroughness in handling financial information and customer data.
  • Customer-centric approach: Demonstrated commitment to providing exceptional service and support to clients.
  • Team collaboration: Ability to work effectively both independently and as part of a team, contributing to a positive team dynamic.
  • Adaptability: Capacity to quickly learn new systems, tools, and processes, adapting to the evolving needs of the company.

SPLASHERS ENJOY:

  • Fully remote work freedom
  • Competitive salary packages
  • Flexible PTO + 9 company holidays
  • Equity: Share in our start-up success
  • Comprehensive and affordable insurance benefits
  • Paid parental leave for both caregivers
  • Essential equipment to get the job done
  • 401(k) for your future savings
  • Quarterly meet-ups: In person & virtual fun
  • Awesome Splash swag to flaunt your team spirit

 

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.

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