Customer Operations Specialist - Bilingual

NinjaHoldings was founded in 2017 by a team seeking to revolutionize the way everyday Americans interact with financial services. Through our CreditNinja and NinjaCard brands, we empower people overlooked by traditional financial institutions to take control of their finances via a full suite of digital banking and lending products, providing incentives and rewards along the way as we guide them on a path to financial improvement. Through our NinjaEdge brand, we help companies better understand their customers by offering a package of bespoke underwriting, fraud detection, and analytics services. With offices in Chicago, Miami, and around the world through the power of remote work, we are a lean and innovative team always seeking like-minded talent to join us in our fight to disrupt consumer finance.

Job Summary

NinjaHoldings is looking to add an exceptionally talented, bright, and driven Customer Operations Specialist to our team. NinjaHoldings is known for their exceptional customer operations team and we look forward to growing our team with you. This position is responsible for the customer service and collections servicing of all NinjaCard branded accounts. The Specalist is responsible for guiding an applicant through the application process and supporting the day-to-day operations of a customer’s life-cycle.

The Customer Operations Specialist must demonstrate a strong customer service acumen, the ability to multi-task on the phone and computer at the same time using multiple systems and screens, and be able to support applicants of new, existing, and past due accounts. Your attention to detail and ability to multi-task are critical to be able to succeed in this role. The ideal candidate will have the passion to assist customers with empathy, demonstrate excellent problem-solving skills, have the ability to negotiate, and assist with recovering overdue payments building a plan in partnership with the customer.

As a Customer Operations Specialist your primary responsibility is to take care of our customers and / or our prospective customers by handling their inquiries of all types. This team handles inquiries through a variety of different channels whether it’s via phone calls (inbound and outbound), e-mails, or instant messages.You must possess excellent written and verbal communication skills, a strong familiarity with Google docs, Gmail, and excellent typing skills.

We are located in Spring Grove, Illinois. Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. Expanding the work-from-home opportunity is performance based. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results. The work week is Monday - Friday 8:00 am - 5:00 pm.

Applicants must live within 25 miles of 60081 zip code. Credit and criminal background check required and must be at least 18 years of age. 

Key Responsibilities:

• Drive business through excellent customer service at every step of the lending process
  
• Build relationships via the phone and electronic communication (email/text/online chat)
  
• Call on pending loan applications to help convert into customers
  
• Review and evaluate client's financial documents and research financial history
  
• Collaborate with underwriters as necessary to process loan applications in an expedited fashion
  
• Identify process bottlenecks, inefficiencies and suggest improvements
  
• Uphold compliance with company policies and procedure, as well as local, state and federal laws and regulation
  

Ideal Candidate Will Have:

• High school diploma, or equivalent experience. Bachelor's degree preferred
• 3+ years of experience in customer service and/or collections, prior call center experience is a plus, but we value candidates with a proven background in fast-paced customer service environments. If you are eager to learn, we will train you!
• Comfortable being on the phone, using a headset all day. Able to demonstrate an understanding of what it's like to work in an environment handling many customer contacts on a daily basis thru various media streams
• Exceptional communication and active listening skills with a proven history of professionalism and empathy in customer interactions
• Demonstrated ability to multi-task extensively, excellent attention to detail
• Must be able to work Monday-Friday 8:00am-5:00pm
• Excellent listener, quick learner, and able to handle ambiguity and constant change
• Ability to communicate professionally, with maturity and self-confidence
• Comfortable utilizing new technology and have a proven ability to excel in a remote work environment
• Patience in dealing with customers that are slower to learn new technology 
• Must have a strong at home internet connection

Additional Pluses:

• Consumer financial sales experience and/or collections experience
• Bilingual (English/Spanish)

Compensation:

The budgeted hourly rate for this position is $20.00. Additional compensation for this role may include bonus. All full-time employees are eligible to participate in company benefits.

Benefits:

• PTO & Paid Holidays
• Health, dental and vision insurance
• 401(k) with matching
• Work from home opportunities
• Fun, fast-paced work environment
• Dynamic start-up culture
• Equal opportunity employer

IMPORTANT NOTICE:

Please carefully review communications to ensure that they are from the official Breezy applicant tracking platform (@ninjaholdings.breezy-mail.com) or an official NinjaHoldings brand email: @ninjaholdings.com, @creditninja.com, @ninjacard.com, or @edgescore.com. If you have been contacted regarding a job opening at NinjaHoldings from any other email address, including similar email variations, this is NOT a trusted source. We recommend that you refrain from responding to suspicious emails and file a complaint with the FBI's Internet Crime Compliant Center (IC3) at https://www.ic3.gov. For questions or to confirm the authenticity of a communication, please email hr @ ninjaholdings.com.