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Senior Member Support Representative
Lending Club
San Francisco, CA, United States
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Sr Member Support Representative – Assist Team
Who We Are:
LendingClub (NYSE: LC) opened in 2007 with one simple mission: create a more efficient, transparent and customer-friendly alternative to the traditional banking system that offers creditworthy borrowers lower interest rates and investors better returns. Today, we are the world’s largest online credit marketplace, and we’re radically changing the way lending operates. We’re proud of the recognition we’ve received, including being named a World Economic Forum Technology Pioneer, a CNBC Disruptor 50, and one of The World’s 10 Most Innovative Companies in Finance by Fast Company. We’re conveniently located in downtown San Francisco, California.
The Role:
Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care.
Member Support Service Assist Team, you’ll have the opportunity to empower others as an elevated resource to help those who strive to achieve financial success. In this role, you’ll provide best-in-class customer service through three simple principles: “Build a Relationship, Make It Easy, and Think Ahead”. Our fast-paced, dynamic team environment, involves both outbound and inbound customer care; using both email and telephone systems in order to respond to questions about our programs, assist clients in navigating our website, and initiate calls to resolve member issues. We are looking for experienced candidates with a passion and commitment to service excellence.
The Service Assist role is a leadership position that can prepare representatives for other exciting career advancement opportunities including supervisory roles. This position reports to a Member Support Supervisor.
You…
• Think ahead and provide solutions that anticipate future needs, champion change and easily adapt to new opportunities
• Simplify complex processes and make it easy for customers to grasp
• Are passionate about building relationships and improving customer experiences, embody being confident with humility by maintaining a low-ego and an approachable demeanor
• Utilizes all your resources to make the best decisions in line with doing what’s right for the customer and organization and are comfortable making timely decisions in any situation
• Have 6+ months of experience as a Member Support Representative as a top performer or 3-5 years of customer service experience
• Experienced working in a very fast paced environment with strong multi-tasking required.
• High attention to detail required
• A professional, helpful, and friendly attitude coupled with the ability to listen, teach, and elicit information efficiently – while working in a team-oriented environment.
• Proven success in developing new staff members.
• Having a proven track record of understanding how performance is measured and of exceeding those expectations
• Ability to work independently and efficiently
• Excellent writing, email, phone and organization skills, including strong verbal communication and computer skills.
• Available to work a flexible schedule including possible early morning, evening, and weekend schedule.
You will…
• Provide extraordinary service to peers and customers regarding difficult questions, technical issues and escalations
• Propel change by presenting data and feedback to leadership and interdepartmental partners
• Listen and seek to understand the customer’s true request to create thoughtful solutions
• Help us build upon our foundation of Lending Care and uphold the reputation of best-in-class service
• Answer inbound customer calls a minimum of 50-70% of their time dependent upon non-production assignments.
• Exceed call metric goals including customer survey results, quality assurance scores and handle time.
• Demonstrate a mastery of internal reference and resource systems and support/advocate the use of the reference materials by representatives.
• Participate in other tasks/projects in conjunction with Operations and interdepartmental partners.
Bonus points…
• College Degree
• Experience with data analysis, including competency in SQL or other data management systems
• Prior work implementing or improving systems and processes
What we value...
• Doing what's right: Committed to acting with honestly, integrity and in the best interest of our customers
• Know your stuff: We are a data-driven business. Each of us must be an expert on our areas, continuously rooted in a deep understanding of the data
• Be confident with humility: We are exceptionally capable individuals who put our egos aside and focus on our collective goals
• Make impossible happen: We look beyond what is possible today to create new and better ways to deliver value for our customers
• Evolve with purpose: We embrace and create change. While we set our strategy for the long-term, we stay flexible to adapt to new opportunities
• Act like an owner: We take ownership and hold ourselves accountable to our commitments and actions