Customer Success Representative
Splash Financial
Customer Service, Sales & Business Development
Remote
Posted on Friday, May 19, 2023
About Our Company:
We got tired of seeing our friends and family struggle under the crushing weight of student loans. So in 2013, we did something about it. We made a marketplace filled with banks and credit unions looking to help student borrowers. We used that network to help people shut out of refinancing find a way in. And we did it all from a tiny office in Cleveland, OH. In other words: we built Splash Financial.
Today, we’ve become a national leader with over $6 billion in refi requests. We’re expanding into technologies like machine learning, and automated underwriting that helps us match consumers to great offers — right from their phone. And we’ve raised over $70 million from investors like DST Global, Citibank, Northwestern Mutual, DVP, CMFG Ventures and more. But at our core, we’re still that little company from Cleveland with a big dream: to make people more powerful than their debt.
About Our Workplace:
Splash is remote-first, and proud of it. We spend our days creating ways to simplify financial products, then get them into the hands of people who need help. Right now, we’re focused on developing financial technologies that fundamentally change the way the industry lends. And before you ask: no, we’re not a crypto thing. And to hire the best, we provide the best: great health insurance, competitive salaries, and unique benefits like quarterly meet-ups, access to community and engagement tools. And although we’ve been around since 2013, we still love to think like a start-up — a place that empowers good people to do great things, fast. We’re friendly, folksy, and have Slack channels for both major league sports and minor league anime.
Also: we sometimes have free t-shirts.
ABOUT THE ROLE:
Splash Financial is seeking an experienced Customer Success Representative to answer inbound questions from potential customers via phone, email and/or chat. This person will deliver a world-class customer experience through product/industry education, collaboration with internal stakeholders to ensure consumer insights are shared, first contact resolution, customer satisfaction scores and other department metrics.
WHAT YOU’LL DO AT SPLASH:
- Provide a world class customer experience to anyone who visits the site or reaches out for support.
- Proactively respond to inbound customer inquiries via phone, email and web chat. Assist with select outbound campaigns as needed.
- Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines.
- Share insights with management regarding enhancements/adjustments to improve overall company products, operations and policies.
WHAT YOU’LL BRING TO SPLASH:
- Prior banking and/or lending experience.
- Associate or Bachelor’s degree preferred.
- Experience with Salesforce or other CRM system / tech savvy.
- Microsoft office and/or Google Suite proficient.
- Ability to multi-task and manage changing priorities.