Customer Care Agent

Above Lending is a next-generation financial services company. We provide simple and transparent products aimed at helping our clients achieve their personal finance goals. With competitive rates and personalized support, our mission is to simplify the lending process and help borrowers attain financial well-being. We are committed to making credit more affordable and accessible.

Above Lending is seeking a dedicated and experienced Customer Care Agent to join our team. As a Customer Care Agent, you will play a crucial role in ensuring our customers receive exceptional service and support regarding their accounts and loan products. You will be responsible for assisting customers with payments, navigating their accounts, and facilitating any necessary account changes. This position requires effective communication skills, critical thinking abilities, and a strong focus on customer satisfaction.

This is a full-time position, working hybrid based out of our office in downtown Chicago, IL. We are actively seeking candidates that can work from 10:00am - 7:00pm CT.

• Assist customers with inquiries, account navigation, payments, and account changes via phone or email
• Provide exceptional customer service by actively listening to customer concerns and addressing them promptly and accurately
• Utilize critical thinking and problem-solving skills to resolve customer issues and inquiries effectively
• Multitask efficiently and adapt to changing priorities in a fast-paced environment
• Perform data entry tasks accurately and efficiently to update customer information and account details
• Follow instructions and company policies diligently to ensure compliance and consistency in customer interactions
• Manage time effectively to meet service level agreements and maintain high-quality customer support
• Collaborate with team members and other departments to resolve complex customer issues and improve processes
• Drive company goals and objectives in every customer interaction

• Excellent listening and understanding skills to comprehend customer needs and concerns
• Outstanding verbal and written communication skills to effectively communicate with customers and colleagues
• Strong critical thinking and problem-solving abilities to address customer inquiries and resolve issues promptly
• Ability to multitask and adapt to changing priorities in a fast-paced environment
• Proficient data entry skills with high accuracy and attention to detail
• Excellent time management skills to prioritize tasks and meet deadlines
• Experience with Talkdesk, GDS, Loan Pro, Zendesk, Microsoft Office, and Google Suite is a plus
• Two (2) or more years of experience in the financial services industry preferred
• Two (2) or more years of experience working in a contact center environment is preferred

In addition to base compensation, this position qualifies for performance bonuses. Agents have a potential earn a monthly bonus based on qualifying metrics, subject to the terms outlined in the company's commission plan. The compensation range is based on the level outlined in the job posting, and compensation decisions are dependent on each applicant's experience, skills and abilities.

* Above Lending is an equal opportunity Employer*