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Company Name : EarnUp
Location : San Francisco, CA
Position : Customer Happiness Representative
Job Description : EarnUp is on a mission to create a financial system that works for everyone by transforming the loan payments ecosystem into a key driver for achieving financial wellness. We do this through our customer centric and data driven payments platform by offering flexibility in payment schedules while intelligently automating mortgage payments to help our users pay off loans faster.We believe that the time is right for financial products to do better so everyone can make the most of their income, and we are looking for a Customer Happiness Representative to join us and continue to assist in helping us make this happen. You will thrive in this role if you enjoy troubleshooting, like to lean-in and help and always creating a consistently positive experience whether for prospects or current customers.We are a dedicated and inclusive team of hardworking innovators with the goal of helping people get out of debt. Join us and help disrupt the $20 trillion debt market we have today.You WillPromptly address customer inquiries via phone, email, and chat by determining the reason for customer outreach, identifying solutions, and executing on the solutions or escalate as necessaryManage inbound and outbound call queues in a timely, efficient mannerUnderstand and strive to meet or exceed call center or other operational metrics while providing excellent and consistent customer serviceEffectively process and close ticket requests within SLAIdentify trends or systemic issues and escalate internally within the organization, as an advocate for the customerServes as brand ambassadors for the company to the customers, helping implement EarnUp’s mission in improving the financial lives of our customersEffectively listen and demonstrate empathy with customers who may be frustrated or stressed about finances or other experiencesWhat You Bring3+ years of customer service experience, with experience in the Fintech or financial services fields a strong plusAbility to dissect customer’s situations to define the problem and create resolution for the problemComfort with numbers, schedules, and finances, with mortgage and escrow knowledge a strong plusSuperior listening, verbal, and written communication skills with the ability to build empathy and rapport with our customersAbility to thrive in a fast-paced and goal-oriented environment with a Track record of top tier performanceFlexibility to perform as an account manager or as a customer service/support representativePassion for the mission of EarnUpPositive attitude and the ability to collaborate with other team members and internal departmentsWhy You Will Love Working at EarnUpFast-paced, innovative and collaborative startup dedicated to providing opportunities to learn and growAn opportunity to help financially improve the lives of 20 million Americans living in debtCompetitive salary and meaningful equityFamily friendly benefits including generous paid parental leave and a company contribution toward dependent careFlexible hybrid work model (we are returning to office on a 3 day a week schedule)100% paid employee health benefitsFlexible time off programs with no maximum and additional programs dedicated to self careCommuter and work from home benefits including a mobile phone stipendEmployee Resource Groups and active DEI Advisory CouncilFun events, celebrations, offsites and foodDiversity is in our DNA. At EarnUp, diversity is not only accepted and respected, it’s celebrated and it is critical to our success. We foster an environment for exceptional people which includes a sense of belonging for all.EarnUp is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.**EarnUp is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations@EarnUp.comJob Type: Full-time
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