Customer Experience Specialist

About

At

, we're passionate about helping people achieve financial and credit repair success. Our
Customer Experience Resolution & Feedback (CXRF)
team plays a critical role in ensuring every customer interaction reflects our values of
trust, transparency, and empowerment
.

We partner across departments to resolve customer concerns, address complaints, and turn feedback into meaningful service improvements. When you join our team, you'll help us deliver experiences that
not only meet—but exceed—customer expectations.

About the Role

Are you a
proactive problem solver
with a passion for helping people and improving processes?

As a
Customer Experience (CX) Specialist
, you'll investigate and resolve customer concerns, ensure compliance with credit repair regulations, and help drive continuous improvement across the organization. You'll serve as both a trusted advocate for our customers and a collaborative partner to internal teams—helping to shape how we operate today and prepare for the future.

This is a hybrid role based in
Salt Lake City
, offering the opportunity to work in-office three days per week with a close-knit, high-impact team.

Customer Issue Resolution & Analysis

• Investigate and resolve customer concerns, complaints, and feedback with empathy and accuracy.
• Conduct root cause analyses to identify trends and recurring issues.
• Maintain detailed records and partner across departments to implement solutions.

Compliance & Risk Management

• Ensure compliance with all credit repair laws, regulations, and company policies.
• Identify and mitigate potential risks through proactive monitoring.
• Collaborate with Legal and Compliance teams to stay aligned with evolving standards.

Customer Engagement & Feedback

• Manage escalated calls and customer outreach with professionalism and empathy.
• Collect and analyze customer insights to assess service quality.
• Communicate resolutions clearly and promptly across multiple channels.

Refund Processing

• Review and verify refund requests according to policy.
• Process refunds accurately and maintain transparent communication with customers.

Training & Collaboration

• Evaluate agent performance through call monitoring and data analysis.
• Provide coaching and lead training sessions to enhance service quality and compliance.
• Collaborate with cross-functional teams to share insights and best practices.

Reporting & Continuous Improvement

• Analyze performance data to identify opportunities for service improvement.
• Develop reports with actionable recommendations for leadership.
• Contribute to CX process innovation and capability-building initiatives.

What We're Looking For

Required Qualifications

• Proven record of reliability, strong performance, and attention to detail.
• Excellent analytical, problem-solving, and communication skills.
• Ability to deliver coaching and collaborate across departments.
• Professional demeanor and customer-first mindset.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).

Preferred Qualifications

• Experience with Jira or similar project management tools.

Why Join

Be part of a
mission-driven company
helping consumers achieve financial wellness.

Work in a
collaborative, supportive environment
that values innovation and growth.

Build experience in
compliance, customer experience, and process improvement.

Make a
direct impact
on service quality, customer trust, and company success.

If you're passionate about creating outstanding customer experiences and ready to make an impact in a growing, consumer-focused organization,
we'd love to hear from you.

Apply now to join our team and help shape the future of customer experience at

Equal Opportunity Statement

is an Equal Opportunity Employer.

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