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Customer Experience Specialist
1 month ago
Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards
Continental Finance Company specializes in credit card options for those consumers with less than perfect credit.
The Customer Experience Specialist position is located in Amherst, New York at our beautiful Sheridan Meadows office and is a part of our Executive Response Team. This is a highly visible role which will have room for advancement.
CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday).
Essential Functions:
Resolves complex customer complaints, escalations or inquiries received via telephone, in writing or social media.
Identifies customer needs and takes proactive steps to maintain positive experiences.
Responds to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
Tracks customer experiences across online and offline channels, devices, and touchpoints.
Analyzes customer feedback on product ranges and new releases, as well as preparing reports.
Assists with developing a process to take an escalated agency complaint through to a successful resolution.
Provides white glove customer service to ensure that the customers are recognized properly and satisfied with the outcome to their issue.
Interacts with banks, agencies and corporate executives as the customer advocate.
The ideal candidate will have the following:
A minimum of a High School Degree. Bachelor/Associates degree or equivalent work experience preferred.
Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management.
Ability to learn, understand and apply policies and guidance.
Strong organizational skills and ability to prioritize workload to meet deadlines in a fast-paced environment.
Excellent analytical and problem-solving skills with strong attention to detail.
Proficiency in Microsoft Office (Word, Power Point, and advanced Excel).
Team player and can collaborate with other teams in the organization.
High level of interpersonal skills with demonstrated poise, tact, and diplomacy.
Why Continental Finance?
Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment, and responsible lending. With our success, we have also grown into an innovative financial tech company With a state-of-the-art consumer underwriting, marketing, and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.
CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
CFC is seeking bright, energetic individuals that will help us grow and develop together We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today
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