ABOUT OUR COMPANY:
The crushing weight of debt is something that we believe holds people back from reaching their dreams and making a splash in the world. So in 2013, after seeing our friends and family struggle with student loans, we created Splash Financial.
Over the years, our mission has expanded to include helping people with other forms of debt – such as refinancing credit cards, which are at all time highs in the US. And we’ve been able to refinance $4+ Billion in loans through our network of Splash, powered credit union and bank partners who leverage our marketplace and automated loan processing technology. And we’ve raised over $70 million from investors like partners of DST Global, Citi Ventures, TruStage Ventures, Northwestern Mutual Future Ventures, Detroit Venture Partners and more.
ABOUT THE ROLE:
Splash Financial is seeking an experienced Loan Consultant for our 12pm to 9pm EST shift. In this role, you’ll handle inbound queries from potential customers via phone, email, and/or chat. Additionally, you’ll reach out to customers who have initiated an application, guiding them through the process and addressing their questions.
Your mission will be to deliver a world-class customer experience. This role will collaborate with internal stakeholders to ensure consumer insights are shared, will focus on achieving first contact resolution while maintaining high customer satisfaction scores and meeting other department metrics.
WHAT YOU’LL DO AT SPLASH:
- Provide a world class customer experience to anyone who visits the site or reaches out for support.
- Proactively respond to inbound customer inquiries via phone, email and web chat. Assist with select outbound campaigns as needed.
- Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines.
- Document customer interactions and feedback accurately in the company’s CRM system to ensure comprehensive records and facilitate continuous improvement.
- Share insights with management regarding enhancements/adjustments to improve overall company products, operations and policies.
- Ensure timely follow-up and resolution of customer issues and concerns, striving for complete satisfaction.
- Continuously stay updated on industry trends and product knowledge to better serve customers and contribute to ongoing improvement efforts.
WHAT YOU’LL BRING TO SPLASH:
- Prior banking and/or lending experience.
- Associate or Bachelor’s degree preferred.
- Experience with Salesforce or other CRM system / tech savvy.
- Microsoft office and/or Google Suite proficient.
- Ability to multi-task and manage changing priorities.
- Strong communication skills: Excellent verbal and written communication abilities to effectively interact with customers and team members.
- Problem-solving mindset: Proven ability to analyze issues and develop practical solutions in a fast-paced environment.
- Attention to detail: Keen eye for accuracy and thoroughness in handling financial information and customer data.
- Customer-centric approach: Demonstrated commitment to providing exceptional service and support to clients.
- Team collaboration: Ability to work effectively both independently and as part of a team, contributing to a positive team dynamic.
- Adaptability: Capacity to quickly learn new systems, tools, and processes, adapting to the evolving needs of the company.
BENEFITS:
- Comprehensive and affordable insurance benefits
- Unlimited paid time off policy
- 401(k) enrolment
- 9 paid company holidays
- Paid parental leave