What are the responsibilities and job description for the Client Success Specialist position at Credible?
Who is Credible?
We are a marketplace where users can compare personalized, prequalified rates and quotes from multiple lenders and carriers, for student loans, mortgages, personal loans, and insurance.
We're challenging the status quo by giving power to the consumer. We believe in a world where 'ethical', 'lending', and 'insurance' can coexist, so we set out to build innovative platforms that actually work for customers. Our mission is to help people find the best loan or insurance policy possible.
We believe researching and buying loans or insurance shouldn't be confusing or complex, so we've focused on simplicity. We've created the only unbiased loan and insurance buying process out there, which makes finding options straightforward and clear.
About the Role:
As a member of Credible's Client Success Team, you're enthusiastic about solving problems and answering questions. Using active listening skills and asking probing questions, you provide all the relevant information so that our customers can make informed decisions for their financial future. You'll respond to customer inquiries and tech support requests by phone, live chat, and email about our product verticals. These include Private Student Loans, Student Loan Refinancing, Personal Loans, and Credit Card offerings as well as our Mortgage Refinance, Home Purchase, and Insurance offerings. Through helping our customers use our service you'll learn the ins and outs of Credible and prepare yourself to grow into a critical member of the Credible team.
- Compensation: This is a non-exempt, hourly role.
- Schedule: Customer Success is open 6 days a week, weekend and/or evening hours may be required.
Responsibilities:
- Respond to a high volume of inbound client inquiries coming in by phone, live chat, and email
- Complete outbound calling campaigns to help clients move forward with their loan request
- Identify client needs and help clients use specific site features
- Identify trends impacting agent and client experience and communicate issues to Client Success Management
- Have the opportunity to share your thoughts, opinions, and insights with leadership
- Assist other team members with questions/issues they may have through internal team communication
- Perform other outlined projects, initiatives, and responsibilities as assigned by your supervisor
Education and Experience:
- A Bachelor's degree (preferred, but experience may be considered in place of a degree)
- 1-3 years of customer service experience, ideally in a high-volume call center environment
- Experience using CRM tools, like Salesforce (preferred)
- Highly proficient in basic computer software and navigation; including SaaS applications
Nice to Have:
- Patient, courteous, energetic, and empathetic; both on the phone and in writing
- Customer-focused; you understand what makes people tick and you want to help them succeed
- Good at spotting patterns; you notice when a lot of people are running into similar issues and you are excited to help us make that problem disappear
- Problem Solver; you enjoy troubleshooting and investigating client issues, using critical thinking skills and resources to develop solutions
- Team Oriented; you work well with others and enjoy being part of a larger team, helping and supporting others
Credible is open to hiring candidates in the following locations: Arizona, California, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Texas
We combine the intelligence, expertise, and confidence of a financial advisor with the approachability and honesty of a friend. In other words, we're the friend you always wish you had in finance.
We are optimistic, challengers, trustworthy, clever, and smart. We are open and transparent. We strive to act as advisors by being friendly, objective, and open in our communication. We use language that is intelligent yet approachable. When appropriate, we'll drop in a bit of wit to position ourselves as a fresh, reliable voice in the financial world.
