SFS Customer Success Advocate

Job Title: SFS Customer Success Advocate
Location: Fully Remote
Duration: 3 months (possibility of extension based on performance and business needs)
Shift/Hours: 40hours/week, M to F,
 
Summary:

• The Client Financial Services (SFS) team is seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space.
• The SFS team at client is responsible for safely providing funds to our customers to help them grow their businesses.
• The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community.
• In this role, you will provide support to client Sellers with client Loans questions/needs and become a leader in all inquiries SFS and client Loans related.
• You will use your proximity to customers to identify issues that will continually improve the customer experience for client Loans borrowers.
• The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving customer experience.
• Successful agents quickly become experts on client Loans and have an opportunity to impact on the product roadmap and customer experience on a small, nimble team.

Role 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.

Skills:

• Written and verbal communication skills.
• 1+ years of professional experience with either a financial institution or payment provider preferred.
• 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 customer experience.
• A passion for client and customers engaging with client products.
• Bilingual in Spanish a plus.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 26.88/hr.