Customer Experience Specialist

Continental Finance Company is a growing financial technology company specializing in credit card options for consumers with less than perfect credit. They are seeking a Customer Experience Specialist to research and resolve customer inquiries presented by various regulatory and government agencies, ensuring exceptional customer service and effective communication throughout the resolution process.

Responsibilities

• Research and resolve customer inquiries received by regulatory and government agencies
• Responding to inquiries in a timely and thorough manner in writing
• Collaborating with other departments when necessary to resolve the inquiries
• Identifying potential gaps in processes that may impact business success, quality, or customer experience, and providing recommendations for potential improvements
• Accurately entering information into spreadsheets and databases for tracking, reporting, and analysis purposes
• Adhering to all deadlines and meeting team productivity expectations
• Provide exceptional customer service to ensure retention of the client base, and that customers are recognized properly and satisfied with the outcome to their issue
• Additional project work as assigned by the Customer Experience Manager

Skills

• Excellent communication skills, written and verbal, with the ability to clearly communicate concerns to all levels of management
• Ability to learn, understand and apply policies to everyday tasks of the role
• Strong organizational skills and ability to prioritize workload to meet deadlines
• Analytical and problem-solving skills with strong attention to detail
• Proficiency in Microsoft Office (Word, Power Point, and Excel)
• Team player with a high level of interpersonal skills and can collaborate with other teams in the organization
• Bachelor/Associates degree or equivalent work experience in related field

Benefits

• Hybrid work schedule that includes three (3) days in the office and two (2) days working from home every week
• Competitive compensation and benefits
• 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)

Company Overview