Description
JOB TITLE: Customer Resolution Associate I
LOCATION: Las Vegas, Nevada
HOURLY RATE: $19.00/HR
WORK SCHEDULE: TBD
Who We Are:
Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.
The Role:
The team at Sunbit is looking for a self-motivated and ambitious Customer Resolution Associate to join our team in Las Vegas, Nevada. In this role, you will be responsible for managing various escalated cases, including but not limited to disputes of customer payments and accounts, financial hardship requests, and account cancellations or adjustments. You will interact with Sunbit’s valued customers and partners via email, phone, and/or chat. This will be an hourly position that requires schedule flexibility and possible nights and/or weekends.
Please Note: This position is in a Call Center, in office (non-remote) environment
Requirements
What You’ll Be Doing:
- Payment processing, calculation of payoffs and overpayments, processing refunds via card or check, and managing returned payments
- Owning customer escalation cases from start to finish, including frequent merchant and customer communication
- Efficiently finding solutions and options for customer complaints under a deadline
- Working closely with merchants to ensure efficiency of cancellations and adjustments
- Managing calls, emails, and chats in a timely manner for customers, partners, and any other escalated call center inquiries
- Aiding customers experiencing financial hardship by offering/applying programs to their accounts
- Maintaining Sunbit’s excellent customer satisfaction standards by providing accurate, valid, and complete information using the right systems and tools
- Resolving product or service issues by clarifying the complaint, determining the cause and solution, expediting correction or adjustment, and following up to ensure resolution
- Following communication procedures, guidelines, and policies
What You Bring to the Table:
- Previous Call Center experience (both B2B and B2C experience is a bonus)
- Excellent email and phone etiquette
- Strong ability to communicate with confidence, integrity, and compassion via all channels
- Patience, problem-solving, and critical thinking skills
- Ability to gauge, adapt and respond to different types of characters
- Basic technical troubleshooting skills
- Excellent verbal and written communication skills
- Strong attention to detail, time management skills, and ability to switch gears quickly
Perks Included:
- Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
- Mission driven + empowered + collaborative environment
- State of the art customer care contact center
- Competitive pay and stock options
- 12 days of PTO your first year with increases thereafter + Holiday Pay
- Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
- Newly added HSA and Pet Insurance
- 401K Plan with Matching
- Casual Dress
- Other fun team events and Spirit Days
- Open door policy / Open office floor plan
Core Values for Success at Sunbit:
- Serve others before self
- Takes care of customers, and partners in a manner that demonstrates they are important
- Own the impact
- Ability to troubleshoot a variety of matters and holding yourself accountable
- Strong organizational and time management skills with the ability to prioritize effectively
- Connect genuinely
- Build and maintain strong relationships with both customers and partners
- Speak with customers and partners in a friendly, helpful and open demeanor
- Act fast
- Thrive in a fast-paced environment while maintaining a high level of support
- Include always
- Communicate well verbally and in writing, demonstrating empathy and understanding
- Innovate for good
- Establishes scalable capabilities by applying best practices to your workday.
Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.
