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About the Role:

We are looking for new team members who are excited about providing world class customer service via online chat. 

What You'll Do:

• Answer chats from our customers via Genesys
• Provide a great customer experience with a high focus on CSAT, empathy and care.
• Handle all incoming chats with accuracy, detail, and timeliness
• Be an expert on our product and processes
• Bring a flexible mindset – you will be required to adapt to changing policy and  procedures on a constant basis while maintaining a high quality to your work
• Provide exceptional external and internal customer service
• Review financial documents submitted by borrower
• Meet or exceed production, quality, and customer service goals
• Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
• Perform other related duties as needed

What We Look For:

• 1+ years experience in the banking, financial services, or a related industry
• Writing test is required for this position
• Account Servicing Guru; Team player
• Detailed oriented
• Excellent verbal and written communication skills
• Excellent grammar and punctuation
• Ability to identify process improvements and make recommendations
• Ability to multitask
• Strong problem solving and analytical skills
• Ability to thrive in a changing and fast-paced environment
• Proficient with Google Office
• Knowledge of Slack or other communication tools
• Previous chat experience a plus and sincere desire to help us create a best- in-industry Customer Service team

Nice to Have:

• BA/BS or higher in related field is a plus
• Knowledge of Genesys is a plus
  

What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

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