Job Description
Job DescriptionSalary:
About iBusiness Funding
iBusiness Funding is a software and lender service provider specializing in small business lending. Our technology, team, and process enable us to support loans from $10,000 to $25 million for our lending partners. Our technology solutions have been proven to quickly scale our clients portfolios without the need for additional overhead. Our flagship product, LenderAI, features end-to-end lending functionality from sales all the way through servicing
To date, weve processed over $11 billion in small business loans and handle more than 1,000 business loan applications daily. Our team is driven by our core values of innovation, integrity, enjoyment, and family.
Join us and be part of a team thats transforming the finance industry and empowering businesses to thrive!
Position Description:
We are seeking a professional and motivated Customer Service Specialist to join our growing team. In this role, you will deliver high-quality service via phone and email, providing effective, single-interaction issue resolution. Youll develop deep expertise in our business processes and product offerings, becoming a trusted point of contact for both internal and external customers.
A successful candidate will demonstrate professionalism, empathy, and the ability to thoughtfully de-escalate situations and rebuild customer trust when needed. Youll also be responsible for following established internal processes to ensure consistent service quality and operational efficiency.
Major Areas of Responsibility:
- Provide prompt, courteous, and knowledgeable support by phone and email.
- Resolve customer issues in a single interaction whenever possible.
- Build a deep understanding of our products and business operations.
- Ensure high levels of customer satisfaction through professional service and rapid issue resolution.
- Develop positive relationships with internal teams and external customers.
- De-escalate challenging customer situations with professionalism and empathy.
- Maintain individual KPIs related to response time, resolution time, quality, and customer satisfaction.
- Adhere to internal processes to ensure consistent service and support standards.
- Accurately document all customer interactions and outcomes in internal systems.
- Influence the direction of iBusiness Funding customer service processes through observation and feedback in collaboration with the department manager.
Qualifications:
- 1-3 years customer service experience; financial industry experience a plus.
- Excellent problem-solving and critical-thinking abilities.
- Ability to remain calm and professional under pressure.
- Organized, detail-oriented, and able to multi-task.
- Microsoft Office and Salesforce experience (or similar programs).
- Ability to work productively independently and as part of a team.
- Excellent written and verbal communication skills in English. Spanish fluency is a plus.
- Comfortable learning new systems and adapting to change.
Physical Demands:
The physical demands of the Customer Support Specialist position are typical of those in a traditional office environment. The employee will need to be able to remain on the phone and at a desk for 7-8 hours in typical work day.
Conclusion:
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.
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