[Hiring] Senior Customer Success Representative @Concora Credit

Role Description

As our Sr. Customer Success Representative, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit includes:

• Providing a top-tier customer experience.
• Supporting customers and Team Members by identifying and problem-solving escalated concerns.
• Participating in in-depth training that may last up to 5 weeks before transitioning to working with more senior peers.
• Adhering to a 100% mandatory training schedule with no accommodations for tardiness or time off.
• Working scheduled days typically 8 hours a day, with schedules ranging from Monday - Saturday, 8:00am-9:00pm EST and Sunday 9:00am-9:00pm EST.
• Advocating for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
• Handling advanced and/or escalated calls, typically focused on collections or customer service activity.
• Performing all tasks in compliance with FDCPA rules and guidelines.
• Assisting with training agents and providing input regarding training opportunities.
• Holding a high bar for support when owning customer interactions.
• Collaborating with members of other teams to root out answers and be a resource to teammates.
• Meeting department goals and standards.
• Performing other duties as assigned.

This position is remote; however, Team Members are required to come onsite to our Akron, Ohio location one-week per quarter. There may also be times when onsite presence is required for training or IT-related support.

Qualifications

• High School diploma or GED.
• Working knowledge within Windows Operating Systems or equivalent.
• Ability to thrive in a fast-paced, high-volume environment.
• Proficiency with technology and using multiple systems.
• High level of understanding, patience, and empathy.
• Commitment to continuous growth and learning.
• Ensuring privacy and security practices are always followed.
• Appropriate remote work setup, including a quiet space and stable internet connection.

Requirements

• While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.

Benefits

• Medical, Dental, and Vision insurance for you and your family.
• Paid Time Off (PTO) to relax and recharge.
• 6 company-observed paid holidays, plus 3 paid floating holidays.
• 401k (after 90 days) plus employer match up to 4%.
• Pet Insurance for your furry family members.
• Early access to earned wages with Payactiv.
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App.
• Tuition Reimbursement to invest in your future.
• Flexible Spending Accounts to save on taxes.
• Life and AD&D Insurance for peace of mind.
• Company paid Long-Term Disability and voluntary Short-Term Disability.