Customer Service Specialist

About Ninja Holdings

Ninja Holdings was founded in 2017 by a team seeking to revolutionize the way everyday Americans interact with financial services. Through our Credit Ninja and Ninja Card brands, we empower people overlooked by traditional financial institutions to take control of their finances via a full suite of digital banking and lending products, providing incentives and rewards along the way as we guide them on a path to financial improvement.

Through our Ninja Edge brand, we help companies better understand their customers by offering a package of bespoke underwriting, fraud detection, and analytics services. With offices in Chicago, Miami, and around the world through the power of remote work, we are a lean and innovative team always seeking like‑minded talent to join us in our fight to disrupt consumer finance.

This position is responsible for guiding an applicant through the loan approval process on various products and supporting the day‑to‑day operations of a customer's loan life cycle. You must demonstrate strong customer service acumen, the ability to multi‑task on the phone and computer at the same time, and be able to support applicants of new and existing lines of credit. Your attention to detail and ability to multi‑task are critical to succeed in this role.

We are located in Spring Grove, Illinois. Our hybrid roles require in‑office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. Expanding the work‑from‑home opportunity is performance based. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.

• Work Week: Monday – Friday 8:00am – 5:00pm.
• Residency Requirement: Applicants must live within 25 miles of the 60081 zip code.
• Requirements: Credit and criminal background check required; must be at least 18 years of age.

• Take care of our customers and/or prospective customers by handling their inquiries of all types.
• Handle and initiate inbound and outbound support requests through a variety of channels (phone, email, or chat).
• Keep customer records meticulously updated with accurate information for every action and interaction taken on a customer loan.
• Ensure you are moving applications to a final state and support all of them throughout their application journey.
• Call on pending loan applications to help convert into customers and assist where they might need assistance.
• Review and evaluate client’s financial documents and research financial history.
• Uphold and adhere to strict compliance policies, procedures, and regulatory guidelines and achieve company standards for quality and responsiveness, as well as local, state, and federal laws and regulation.

• Must be 18 years of age or older.
• Excellent typing skills.
• Experience with all Google suite and Microsoft products.
• This position requires in‑office attendance for three days a week in Spring Grove, Illinois throughout your training process (approx. four months), and various times for in‑person meetings and in‑office days.
• Associate's Degree OR equivalent experience (3 years' experience in customer service).
• Customer‑centric approach with adaptability to various personality types.
• Excellent written and verbal communication skills.
• Be able to sit or stand 8 hours a day wearing a headset.
• Must be able to work flexible shifts – no weekends.
• Excellent listener, quick learner, and able to handle ambiguity and constant change.
• Ability to communicate professionally, with maturity and self‑confidence.
• Patience with dealing with customers who are slower to learn new technologies.
• Credit and criminal background checks required.
• Must have a strong at‑home internet connection; all equipment will be provided.

• Bilingual (English/Spanish).
• Prior call‑center experience.
• Prior work experience in Fin Tech or financial services with a focus on technology.
• Knowledge about or experience with Google Suite products, Microsoft Office, JIRA, & Slack.
• Experience in a remote work environment.
• The willingness to take on new tasks and broaden scope of responsibilities.