Credit Genie · 2 weeks ago
Customer Experience Advocate
Plymouth Meeting, PA
Full-time
Onsite
Entry Level
$65K/yr - $75K/yr
1+ years expCredit Genie is a mobile-first financial wellness platform aimed at empowering individuals to achieve long-term financial stability. The Customer Experience Advocate will serve as a primary contact for customers, providing support and ensuring a high-quality experience while adhering to established policies and procedures.
CreditCredit CardsFinancial ServicesFinTechLending
Responsibilities
Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks
Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions
Adhere to internal SLA targets for response and resolution times while maintaining high quality standards
Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations
Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling
Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved
Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners
Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction
Partner with peers and senior agents to share best practices and maintain consistent service quality across the team
Participate in training sessions, calibration meetings, quality reviews, and process updates
Contribute ideas to improve operational efficiency, customer satisfaction, and workflow automation
Ensure all customer communications and actions adhere to company policies, regulatory requirements, and data privacy standards
Support testing, rollout, and feedback efforts for new features, tools, or workflow updates that impact customer interactions
Qualification
Required
Bachelor's degree from an accredited institution required
1–3 years of experience in customer service, contact center operations, or a related customer support role
Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment
Strong written and verbal communication skills with the ability to clearly explain information and resolve issues
Experience working with CRM or ticketing systems; Zendesk experience preferred
Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations
Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office)
High attention to detail and the ability to follow established workflows, policies, and procedures
Ability to handle sensitive customer and financial information with discretion and professionalism
Adaptable, solutions-oriented, and comfortable working in a regulated financial services environment
Preferred
Experience in fintech, financial services, or another regulated industry
Familiarity with quality assurance metrics, SLAs, and performance-driven customer support environments
Experience supporting customers across multiple channels (e.g., email, chat, phone)
Experience working in an on-site or in-office customer support environment
Benefits
100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment.
Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness
401(k) with a 3.5% match and immediate vesting
Meal program for breakfast, lunch, and dinner
Life and accidental insurance
Flexible PTO
Company
Credit Genie
Credit Genie is a fintech company that provides financial tools and debt relief services.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$56.97MKey Investors
Khosla VenturesFortress Investment Group
2025-02-12Series Unknown· $33.79M
2023-10-20Series Unknown· $10M
2023-10-20Debt Financing
Recent News
2025-06-03
2023-12-19
2023-12-19
Company data provided by crunchbase