Customer Service Representative

| Houston, TX +80 more | Remote | Hybrid
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At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.

While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.


About The Role

Our Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. They are Beyond’s caring voice to the client and guide them from enrollment through graduation. Our Customer Service Representative possesses a “second-to-none” work ethic and an upbeat, positive and passionate attitude about customer service. By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client’s needs and exceed expectations, our Client Success Department is critical to the success of helping maintain Beyond’s white glove service standard. 

As a Customer Service Representative, you will complete a four week training program to become an expert in our financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Client Success Specialist role is a remote position. 

*** Our call center is open 7 days a week. M-F from 7am-9pm CST, Saturday from 9am to 5pm CST and Sunday 8:30am - 8pm CST. The ability to work weekends and evenings is required ***


What You’ll Do

  • Above all else, provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
  • Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
  • Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions 
  • Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
  • Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times
  • Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues
  • Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions.
  •  Meet and exceed client centric performance expectations focused around quality of service and efficiency
  • Engage with feedback to leader and team to collaborate and streamline workflows

What We Look For

  • Bachelor’s Degree, preferred
  • Bilingual - Spanish (preferred / not required) 
  • Strong technical aptitude and ability to learn and navigate complex systems
  • Excellent communication skills (written, verbal, and listening)
  • You operate with understanding, active listening, patience, empathy and kindness to customers
  • Strong interpersonal skills and can independently handle routine and complex client inquiries
  • Have a people-focused approach and solution mindset, you’re an effective problem solver.
  • Effective at time management, planning & organizing tasks 
  • Ability to work from home in a distraction free environment
  • Reliable, High Speed, Internet connection



Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

  • Considerable employer contributions for health, dental, and vision programs
  • Generous PTO, paid holidays, and paid parental leave
  • 401(k) matching program
  • Merit advancement opportunities
  • Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.  No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • LookerDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • Heap AnalyticsAnalytics
    • Google OptimizeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative CloudDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • VelocifyCRM
    • MaropostEmail
    • Google AdsLead Gen
    • Bing AdsLead Gen
    • Facebook AdsLead Gen
    • DisplayLead Gen
    • SlackCollaboration
    • Monday.comProject Management
    • TrelloProject Management

An Insider's view of Beyond Finance

How would you describe the company’s work-life balance?

Everyone at Beyond is hard-working, smart, and gets the job done. Because of that, there's a lot of trust when it comes to taking the time off we need. Leadership offers a generous PTO plan to support wellness and growth outside of work, and everyone encourages each other's non-work hobbies and interests through Slack channels and coffee chats!

Abby

Senior Director of Analytics

What does your typical day look like?

I love working at Beyond Finance as I get to have flexibility in my schedule. I work with some of the most talented people in Chicago, which drives me to produce high quality of work and results. It's great to work with a team that listens to an idea and gives constructive feedback on it.

Shyam

Lead SDET

How does the company support your career growth?

I'm always encouraged to take on new and progressively more challenging projects. In my time at Beyond Finance, I have found that the leadership team is not only genuinely interested in my career goals, but that they actively seek to support them.

Andrea

Software Engineer

How do you empower your team to be more creative?

Everyone has total ownership over their work and ultimately has to decide the best way to accomplish their objectives. I encourage my team to use all the resources they have available to them - internally and externally - to reach the best end state.

Susan

SVP Marketing and Analytics

How does your team reward individual success?

One of the things that I really appreciate about Beyond is that as I've had the chance to succeed in different roles, the team continues to challenge me in different ways. I think that as a result, I've been rewarded with the opportunity to work on increasingly harder problems, while also being given more ownership over the direction of my work.

Andrew

Senior Manager, Strategy & Analytics

What are Beyond Finance Perks + Benefits

Beyond Finance Benefits Overview

Beyond Finance offers competitive compensation, paid medical insurance and a 401k match.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Beyond provides employees with a flexible work schedule that includes flexible start and end times.
Remote work program
In an effort to keep our employees safe during the current health crisis, our Chicago team is currently working remotely.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Employees are eligible for medical, dental and vision on the first of the month after 30 days of employment.
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 3 weeks of paid parental leave to employees who give birth to a child, committed partners of someone who gave birth, and parents who adopt, foster or become parents through surrogacy.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Beyond Finance keeps a stocked kitchen full of snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

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