21Tech · 2 days ago

SFS Customer Success Advocate

United States

Contract

Remote

Entry Level

$26/hr - $26/hr

1+ years exp

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Information TechnologySoftware

Growth Opportunities

Insider Connection @21Tech

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Effectively solve customer inquiries via phone and email using a CRM tool.

Understand escalation paths to effectively triage a Seller’s needs based on where they are in the cycle of their loan in order to mitigate risk.

Answer customer questions regarding business documents or current loan information.

Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses.

Identify, document, and follow up with cross-functional teams on product bugs and features.

Advocate for our Seller community by identifying issue trends and suggesting improvements to processes, policies, and products.

Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers.

Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.

Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Qualification

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Financial institution experiencePayment provider experienceDirect customer interactionFeedback implementationCommunicationCustomer serviceProblem-solvingDedicationAttention to detailTime managementHelping othersBilingual in Spanish