User Support Specialist (Fintech)

Location: Tallahassee, FL, United States

What you will do

• Resolve customer calls by identifying issues, providing solutions, or escalating as needed.
• Manage inbound and outbound calls efficiently and accurately.
• Deliver consistent customer service and strive to meet or exceed operational metrics.
• Identify and escalate trends or systemic issues as a customer advocate.
• Review customer accounts and provide updates on billing and payments.
• De-escalate dissatisfied customers with patience and empathy.
• Maintain accurate records of customer interactions in the database.
• Stay familiar with product offerings to deliver accurate support.

Requirements

• 1+ years of call center experience in customer service.
• Experience in fintech or financial services, especially loan or mortgage support.
• Strong listening, verbal, and written communication skills.
• Ability to build empathy and rapport with customers.
• Track record of high performance in fast-paced environments.
• Positive attitude and ability to collaborate with team members.

Culture & Benefits

• Confidential handling of all information according to EEO guidelines.
• Collaborative and goal-oriented work environment.
• Opportunities to advocate for customers and influence systemic improvements.