Job Description
Job DescriptionLHH is actively seeking a Customer Success Advocate for one of our top clients in FinTech. This will be a contract to start opportunity and will be 100% remote.
Customer Success Advocate - Financial Services
Our Financial Services team is seeking a highly motivated Customer Success Advocate to support and mitigate risk within our business financing programs. The team is dedicated to responsibly providing funding solutions that empower small businesses to grow and scale.
As part of the Operations team, you will deliver a high-touch, white glove experience to our seller community. This role serves as the first line of support for customers with questions related to business loans, helping guide them through their financing journey while identifying opportunities to enhance the customer experience.
The ideal candidate is passionate about helping small businesses succeed, skilled at navigating risk thoughtfully, and energized by working in a fast-paced, collaborative environment. Successful team members quickly become subject matter experts in business lending operations and have opportunities to influence product improvements and the overall borrower experience.
Key Responsibilities
- Respond to customer inquiries via phone and email using CRM tools to provide timely and effective resolutions
- Triage and escalate cases appropriately based on a customer's stage in the loan lifecycle to proactively mitigate risk
- Support customers with questions related to business documentation and current loan details
- Meet or exceed established service level agreements (SLAs) to minimize revenue impact and ensure operational efficiency
- Identify, document, and partner with cross-functional teams to resolve product bugs and improve features
- Analyze trends in customer issues and advocate for process, policy, and product enhancements
- Collaborate across teams to find solutions and serve as a resource to peers
- Participate in ongoing training to maintain current knowledge of BSA/AML requirements and perform related duties as needed
- Thrive in a remote or distributed work environment, leveraging collaboration tools such as Slack and video conferencing
Qualifications & Skills
- 1+ years of customer service experience required
- 1+ years of experience with a financial institution or payment provider preferred
- Experience in a direct, customer-facing role
- Strong written and verbal communication skills
- Excellent organizational, analytical, and time-management abilities
- Superb attention to detail
- Ability to adapt quickly in a fast-paced, evolving environment
- Commitment to continuous learning and incorporating feedback
- Passion for supporting small businesses and enhancing the customer experience
- Bilingual in Spanish is a plus
Pay Details: $20.00 to $26.87 per hour
Search managed by: Kaitlynne Hope
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.