Bilingual CSR at Beyond Finance - Remote USA — Columbus

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About The Role

Our Customer Service Representatives (CSR) serve as the primary point of contact for clients enrolled in Beyond Finance's financial hardship programs. They are Beyond's voice to the client and provide the connection between our Sales and Operations teams. Our CSRs possess a "second-to-none" work ethic and an upbeat, positive, and passionate attitude about customer service. By responding promptly to client requests and anticipating client needs, our Client Success Department is critical to maintaining Beyond's exemplary customer brand.

As a Customer Service Representative, you will complete a 4-week training program to become an expert in Beyond's financial hardship programs. After successfully completing training, you will be responsible for providing superior customer service and a positive experience to our clients. This is a fully remote position.

Our call center is open 7 days a week. Hours are Monday–Friday 7:00am–10:00pm CST and Saturday–Sunday 7:00am–9:00pm CST.

What You'll Do

• Provide a best-in-class customer service experience over the phone by responding to client requests, anticipating unstated needs, and educating clients on our programs
• Analyze client problems through effective listening and provide information and solutions in a timely and efficient manner
• Handle difficult calls courteously and professionally using strong interpersonal skills
• Thoroughly document request outcomes for accurate tracking and analysis
• Independently resolve client requests efficiently, both as part of a team and individually
• Develop and maintain positive client relations; coordinate with other departments to ensure requests and questions are handled appropriately and in a timely manner
• Use a desktop computer to obtain and extract information; document information, activities, and changes in the CRM database for client accounts
• Utilize appropriate resource materials to effectively and accurately interpret, respond to, and resolve client inquiries and problems
• Handle a high volume of clients in a work-from-home call center environment

What We Look For

• 1 year of call center experience (Required)
• Bilingual – Spanish (Required)
• Reliable, high-speed internet connection (Required)
• Technical proficiency with a Client Relationship Management (CRM) system
• Strong customer service orientation
• Strong communicator: listening, verbal & written communication, and professional active listening skills are a must
• Effective problem solver
• Effective at time management, planning, and organizing tasks
• Ability to understand and empathize with customer issues
• Ability to work from home in a distraction-free environment

Why Join Us?

While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to any parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.