Client Success Specialist

Credible is a leading U.S. consumer finance marketplace, transforming the way consumers access and compare financial products. We operate at a consumer and enterprise level. On the consumer side, we help millions of people make smarter financial decisions by comparing personalized, pre-qualified offers across student loans, personal loans, mortgages, credit cards, and insurance — all without impacting their credit score. On the enterprise side, we power financial product comparison and distribution through deep integrations and partnerships with lenders, insurance carriers, and financial institutions, as well as providing marketplace technology and capabilities to third-party partners and distribution channels.

As a member of Credible’s Client Success Team, you’re enthusiastic about solving problems and answering questions. Using active listening skills and asking probing questions, you provide all the relevant information so that our customers can make informed decisions for their financial future. You’ll respond to customer inquiries and tech support requests by phone, live chat, and email about our product verticals. These include Private Student Loans, Student Loan Refinancing, Personal Loans, and Credit Card offerings as well as our Mortgage Refinance, Home Purchase, and Insurance offerings. Through helping our customers use our service you’ll learn the ins and outs of Credible and prepare yourself to grow into a critical member of the Credible team.

• Compensation: $20.00 per hours
• Schedule: Customer Success is open 6 days a week, weekend and/or evening hours may be required.

THIS ROLE CAN ONLY SIT IN NORTH CAROLINA

• →Respond to a high volume of inbound client inquiries coming in by phone, live chat, and email
• →Complete outbound calling campaigns to help clients move forward with their loan request
• →Identify client needs and help clients use specific site features
• →Identify trends impacting agent and client experience and communicate issues to Client Success Management
• →Have the opportunity to share your thoughts, opinions, and insights with leadership
• →Assist other team members with questions/issues they may have through internal team communication 
• →Perform other outlined projects, initiatives, and responsibilities as assigned by your supervisor

• A Bachelor’s degree (preferred, but experience may be considered in place of a degree)
• 1-3 years of customer service experience, ideally in a high-volume call center environment
• Experience using CRM tools, like Salesforce (preferred)
• Highly proficient in basic computer software and navigation; including SaaS applications

• Patient, courteous, energetic, and empathetic; both on the phone and in writing
• Customer-focused; you understand what makes people tick and you want to help them succeed
• Good at spotting patterns; you notice when a lot of people are running into similar issues and you are excited to help us make that problem disappear
• Problem Solver; you enjoy troubleshooting and investigating client issues, using critical thinking skills and resources to develop solutions 
• Team Oriented; you work well with others and enjoy being part of a larger team, helping and supporting others

Credible is open to hiring candidates in the following locations: North Carolina