Customer Support Agent

Job Summary:
The Customer Support Agent is responsible for assisting customers with Business Loans, Line of Credit, and Business Account products, ensuring a smooth and efficient customer experience. This includes handling inbound calls and responding to customer emails via CRM systems. Customer Support Agents must demonstrate the ability to manage high volumes of inquiries, often multitasking and prioritizing tasks effectively to achieve positive outcomes for customers and internal teams alike.

Responsibilities:

• Efficiently handle calls and emails (50+ per day) to assist customers with Business Loans, Line of Credit, and Business Account products.
• Address inquiries related to accounts, documents, payments, and troubleshooting with accuracy and within service level agreements (SLAs).
• Build strong relationships with customers, understand their needs, and provide fast, clear solutions to ensure customer satisfaction.
• Direct customer requests to the appropriate internal teams (e.g., IT, payments) for swift resolution.

Qualifications:

• Demonstrated customer service experience (phone based is highly advantageous)
• Internal stakeholder management experience
• Any financial experience is advantageous, but not required
• High degree of professionalism and a problem-solving attitude
• Exceptional verbal and written skills
• Deals well with ambiguity; adapts and embraces change
• Strong attention to detail, time management, and organization
• Proactively seeks out feedback, demonstrates learning from mistakes, awareness of own personal strengths, weaknesses, and opportunities