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Posted: Thursday, March 9, 2017 3:44 PM

Job Description:/h3:
Come drive the transformation of financial services, solve big problems and make a meaningful difference in peoples lives. Join the team that built one of the largest FinTech companies of the last decade and is now set to innovate again.
We are building a new generation credit platform aimed at delivering yet more value and a better user experience. The company is currently in stealth mode; this is your opportunity to join early and have a significant impact.
We have built in just a few weeks a team of 50 of the most talented FinTech engineers, product, credit, finance, legal, compliance, operations and marketing professionals. We are looking for new team members who get excited about constantly learning, and always seeking to design and implement new and better solutions.

The Team:
You will be one of the first 10 hires in our customer service organization Youve got a rare opportunity to make a massive impact on our team and your career by joining a customer service group thats being built from scratch, yet has a leadership team thats already built a multi:billion dollar business in the Fintech space. Customer experience is critical to the success of our company. Our role is to help our customers troubleshoot, problem solve, better understand their personal finance, and ultimately exceed expectations by delivering a delightful experience.
Were tasked with ensuring our borrowers have consistently great experiences with us and will measure it by maintaining a best:in:class Net Promoter Scores and Customer Satisfaction Scores. No matter what the channel (email and phone to start; chat, self:service, and social media to follow) we aim to deliver service that goes above and beyond. Great service to us will be personal, human, educational, quick and through, and above all delightful. And were going to scale quickly.

The Role:
Joining our team means doing what you love : helping people. Through phone, email, and eventually chat, you will be interfacing with our wonderful customers, and working through various questions before, during, and after loan issuance. Given our group is so new and theres so much to be done, you will have the opportunity and be counted on to help us build out our processes, customer knowledge base, and the likes of employee training materials so were looking for curious, entrepreneurial, hands on leaders who have a builders mindset.
Your mastery of our company platform and products will be invaluable as you guide our customers in learning about their personal finances, how our product can fit their budget to improve their financial situation, how our processes work to ensure a smooth experience, and what tools we have to support them throughout the life of their loan with us. Ultimately, your goal will be to delight our customers with greater knowledge and a smile.

The Responsibilities:
:Provide excellent customer service to a large number of inbound customer inquiries daily (expect 50:70 contacts daily within the first six months of our launch) through phone, email, and eventually chat
:Be an expert on our product features and company processes
:Troubleshoot and own customer issues and escalate to appropriate channels when needed
:Bring a flexible mindset : our team relies on each other to cover and/or switch shifts in order to meet the needs of our customers and quickly adapt to changes in product or processes. The only constant around here is change
:Be a compliance wizard with our customers given our financial services environment is heavily regulated and monitored to ensure best compliance practices for our customers
:Represent the voice of the customers by interfacing and collaborating with other internal teams when appropriate :: you will be working with our product, technology, and leadership teams to share the voice of the customer feedback
:Constantly develop ways to improve our process and create value
:Enjoy a competitiv


• Location: San Francisco

• Post ID: 56950093 sf is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017