About the Role:

As a member of Credible’s Customer Success Team, you’re enthusiastic about solving problems and answering questions. Using active listening skills and asking probing questions of your own, 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 pertaining to our unsecured product verticals. These include Private Student Loans, Student Loan Refinancing, Personal Loans, and Credit Card offerings as well as our Mortgage Refinance and Home Purchase 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.

• Schedule: Customer Success is open 7 days a week, so weekend and/or evening hours may be required.

Responsibilities:

• 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

Education and Experience:

• A Bachelor’s degree (preferred, but experience may be considered in lieu 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)

Nice to Have:

• 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 you a lot of people are running into similar issues and you are excited to help us make that problem disappear

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