Financial Customer Service Representative

Dexian is a leading provider of staffing, IT, and workforce solutions. They are seeking a highly motivated Customer Success Advocate to provide support and risk mitigation within the business financing space while ensuring an excellent customer experience for their Seller community.

Responsibilities:

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

Requirements:

• 1 + years of customer service experience
• Written and verbal communication skills
• 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
• Experience in direct customer facing roles
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Strong organizational, analytical, written and verbal communication skills
• Superb attention to detail
• Excellent time-management skills
• A desire to help people and improve the customer experience
• A passion for client and customers engaging with client products
• Bilingual in Spanish
• 1+ years of professional experience with either a financial institution or payment provider
• Bachelor's
• Customer service: 3 years