Customer Support Manager

The CX Manager is responsible for creating exceptional experiences for customers using digital financial products and services. This includes addressing inquiries, answering questions, and resolving issues or complaints in a timely and satisfactory manner to ensure customer satisfaction. Additionally, this role is responsible for providing seamless onboarding for new customers, customer engagement, upholding regulatory compliance, and using customer feedback to drive continuous improvement. The CX Manager engages in both proactive and reactive communication to progress loans towards closing.

Responsibilities

• Assist customers with troubleshooting and problem resolution; handle and resolve customer questions and concerns in a calm and empathetic manner.
• Provide comprehensive customer support to address inquiries and issues related to digital financial products.
• Provide accurate and complete information about products/services to customers.
• Work closely with internal stakeholders including sales, marketing, and account management teams to help with enhancing customers’ experiences.
• Develop self-service resources, such as knowledge bases and FAQs and offer personalized support through chatbots, live chat, or phone support.
• Educate customers about product features, security measures, and best practices for using digital financial services.
• Collaborate with compliance teams to ensure that customer experience initiatives align with regulatory requirements.
• Streamline the onboarding process for new customers by simplifying account creation, identity verification, and integrating automated processes to minimize manual intervention.
• Escalate complex issues to ensure resolution and understanding.
• Maintain a high level of product knowledge to effectively address customer inquiries and provide recommendations tailored to borrower situations.
• Document customer interactions, inquiries, and resolutions.
• Follow established policies and procedures to ensure consistency and compliance.

Qualifications

• Ability to manage and prioritize multiple tasks simultaneously, ensuring efficiency and timely resolution of customer concerns.
• Motivated team player who actively contributes to the collective success of the customer service team. Demonstrated commitment to collaboration and achieving shared goals.
• Clear and coherent in both verbal and written communication skills to effectively convey information and solutions to customers and team members.
• Maintain a professional and customer-friendly demeanor in all customer-facing interactions, ensuring a positive representation of the company.
• Ability to adapt to various customer scenarios and challenges, demonstrating flexibility and resilience in addressing unique customer needs.
• Familiarity with the company’s systems and a thorough understanding of the loan life cycle, enabling accurate and informed responses to customer inquiries.
• Proactively provide timely and constructive feedback to company management, contributing to continuous improvement in customer service delivery.
• Willingness to take on other duties as assigned, showcasing a versatile and proactive approach to contributing to the team’s overall success.

Screening Criteria

• MUST HAVE STABLE EMPLOYMENT HISTORY.
• At least three to five (3-5) years as Team Leader
• At two (2) years of customer support experience.
• Must have a stable employment history.