Customer Support Representative

Job Overview
Affirma’s operation will provide critical support to customers regarding inquiries related to their loans, guiding them through payment options, account details, and solutions for financial challenges. The operation will play a key part in ensuring a seamless customer experience by delivering clear and empathetic communication while upholding their commitment to helping people manage their financial health.

This position is Monday – Friday. We are hiring two representatives:

• Rep 1: 7am – 4pm CST
• Rep 2: 10am – 7pm CST

Job Duties:

• Respond promptly to customer inquiries regarding their loans, payment schedules, interest rates, and other account details via phone, email, and live chat, and social media.
• Assist clients in understanding their loan terms, payment options, and potential restructuring or refinancing solutions.
• Help resolve payment issues by offering solutions such as payment plans, grace periods, or other financial assistance programs.
• Address customer concerns related to late payments, delinquency, and loan status while working to resolve the issue efficiently and effectively.
• Educate customers on our products and services, promoting financial literacy and responsible loan management.
• Document all customer interactions in our CRM system to ensure accuracy and continuity in servicing.
• Work with internal teams, including loan officers and collections, to address complex customer concerns and provide holistic support.
• Stay informed about the latest policies, regulations, and loan products to better assist clients.
• Follow up with customers to ensure their issues are fully resolved, fostering long-term client relationships.

Requirements

• Previous experience in an office or customer service environment is preferred.
• Strong sales skills with the ability to upsell products and services effectively.
• Proficient in using computerized systems for data entry and record keeping.
• Excellent phone etiquette with a friendly and professional demeanor.
• Strong analytical skills to assess customer needs and provide appropriate solutions.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Experience in a call center setting is advantageous but not required.

Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift
• Evening shift

Ability to Commute:

• Fayetteville, AR 72701 (Required)

Work Location: In person

Salary : $16 - $18