What are the responsibilities and job description for the Customer Support Representative position at Affirma?
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.
Qualities and Requirements:
- Minimum 2 years experience in Customer Service
- Comfortable responding to inquires and requests
- Patience and Empathy
- Strong Communicator
- Attention to detail
- Highly motivated, Self-starter
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.
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.
Salary : $18 - $20
