Senior Customer Contact Specialist

Responsibilities

• Respond to inbound email/phone inquiries and manage real-time chat support, providing accurate, timely information.
• Take ownership of escalation calls from applicants, resolving concerns professionally while adhering to compliance and policy.
• Answer questions from vendor support teams via Slack.
• Support funnel conversion by identifying and addressing common applicant pain points.
• Maintain accurate notes of all applicant interactions.
• Identify opportunities to improve CX processes, documentation, or messaging based on feedback.

Minimum Qualifications

• 1–2 years of experience in customer service and/or contact center support within financial services or fintech.
• Outstanding communication and interpersonal skills.
• Proven ability to handle sensitive or escalated customer conversations with empathy.
• Comfortable navigating multiple systems (e.g., Salesforce, Vesta, telephony, chat platforms).
• Expertise in time management and prioritizing tasks.
• Impeccable judgment and attention to detail.
• Proven track record in a metric-based environment.

Preferred Qualifications

• Financial services industry experience.
• Familiarity with front-line customer support tools and knowledge management platforms.
• Comfort in high-growth, change-oriented environments.
• Experience providing service for multiple product lines.

Compensation

Hourly rate: $25.48 USD. Non-exempt position eligible for overtime.