Note: The job is a remote job and is open to candidates in USA. Concora Credit is an established company with over 20 years of experience, dedicated to helping non-prime customers do more with credit. The Sr. Customer Success Representative is responsible for providing top-tier customer experience, handling escalated concerns, and collaborating with team members to suggest improvements and meet departmental goals.
Responsibilities
- Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
- Handle advanced and/or escalated calls, typically focused on collections or customer service activity; must demonstrate an advanced level of problem-solving
- Perform all tasks and other associated duties strictly complying with FDCPA rules and guidelines
- Assists with training agents and/or provides input to the appropriate manager regarding training opportunities
- Hold a high bar for support when owning customer interactions
- Collaborate with members of other teams to root out answers and be a resource to teammates
- Meet department goals and standards
- Other duties as assigned
Skills
- High School diploma or GED
- Working knowledge within Windows Operating Systems or equivalent
- Thrive in a fast-paced, high-volume environment
- Be proficient with technology and using multiple systems
- Possess a high level of understanding, patience, and empathy. Ability to navigate more difficult conversations/interactions with professionalism
- Commitment to continuous growth and learning
- Ensure privacy and security practices are always followed
- Have an appropriate remote work setup, such as a quiet space, a stable internet connection, and a backup location in case of issues with the primary location
- 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
- Relax and recharge with Paid Time Off (PTO)
- 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
- We invest in your future through Tuition Reimbursement
- Save on taxes with Flexible Spending Accounts
- Peace of mind with Life and AD&D Insurance
- Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability
Company Overview