Escalation Specialist (Fintech)

Location: Evansville, IN, United States — Hybrid

Company

hirify.global provides responsible access to credit through personal loans, credit cards, and related financial products for nonprime customers.

What you will do

• Provide exceptional daily customer service and respond to a variety of customer concerns.
• Resolve complex customer issues that require subject matter expertise when business units cannot resolve them.
• Guide customers through the resolution process and provide appropriate resolutions.
• Coordinate complaint capture, resolution, reporting, and root cause analysis, including support for military family servicemembers.
• Escalate issues to Executive Office of Customer Care management and relevant organizational units as required.
• Collaborate with customers, business partners, and all levels of the organization to improve customer experience and retention.

Requirements

• High School Diploma or GED.
• 1–2 years of customer service experience in an escalations environment.
• Exceptional verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to work in a fast-paced environment, stay organized, prioritize work, and perform effectively under pressure.
• Positive, motivated, and self-driven approach.
• Ability to contribute productively in a team-focused environment.
• Proficiency with Microsoft Office.

Nice to have

• Complaint-handling experience.
• Previous experience in a production environment.

Culture & Benefits

• Inclusive, customer-focused culture with flexible work arrangements and career development opportunities.
• Health and wellbeing options for team members and dependents.
• Up to 4% matching 401(k) and an Employee Stock Purchase Plan with a 10% share discount.
• Tuition reimbursement and continuing education opportunities.
• Bonus eligibility, paid time off, and paid volunteer time.