Customer Experience Specialist

contfinco; Buffalo (NY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Continental Finance Company is seeking a Customer Experience Specialist in Williamsville, NY to research and resolve customer inquiries from regulatory agencies. You will manage the full resolution process, communicate with cardholders, perform root cause analysis, and prepare business summaries.

The position emphasizes excellent written and verbal communication, strong organizational skills, and the ability to collaborate across departments.

Qualifications

• Excellent communication skills, written and verbal, with the ability to clearly communicate concerns to all levels of management.
• Ability to learn, understand and apply policies to everyday tasks of the role.
• Strong organizational skills and ability to prioritize workload to meet deadlines.
• Analytical and problem-solving skills with strong attention to detail.
• Proficiency in Microsoft Office (Word, Power Point, and Excel).
• Team player with a high level of interpersonal skills and can collaborate with other teams in the organization.
• Bachelor/Associates degree or equivalent work experience in related field

Responsibilities

• Research and resolve customer inquiries received by regulatory and government agencies
• Responding to inquiries in a timely and thorough manner in writing
• Collaborating with other departments when necessary to resolve the inquiries
• Identifying potential gaps in processes that may impact business success, quality, or customer experience, and providing recommendations for potential improvements
• Accurately entering information into spreadsheets and databases for tracking, reporting, and analysis purposes
• Adhering to all deadlines and meeting team productivity expectations
• Provide exceptional customer service to ensure retention of the client base, and that customers are recognized properly and satisfied with the outcome to their issue
• Additional project work as assigned by the Customer Experience Manager

Skills

Communication skills

Analytical thinking

Problem-solving

Organizational skills

Team collaboration

Education

Bachelor/Associates degree or equivalent

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit.

Continental Finance Company is looking for a Customer Experience Specialist to research and resolve customer inquiries that are presented by various regulatory and government agencies. The person in this role will be responsible for the entire resolution process, including research, communication with the cardholder, root cause analysis, and business summary reviews.

The Customer Experience Specialist position is located in Williamsville, New York at our beautiful Sheridan Meadows office.

Essential Functions

• Research and resolve customer inquiries received by regulatory and government agencies
• Responding to inquiries in a timely and thorough manner in writing
• Collaborating with other departments when necessary to resolve the inquiries
• Identifying potential gaps in processes that may impact business success, quality, or customer experience, and providing recommendations for potential improvements
• Accurately entering information into spreadsheets and databases for tracking, reporting, and analysis purposes
• Adhering to all deadlines and meeting team productivity expectations
• Provide exceptional customer service to ensure retention of the client base, and that customers are recognized properly and satisfied with the outcome to their issue
• Additional project work as assigned by the Customer Experience Manager

The ideal candidate will have the following

• Excellent communication skills, written and verbal, with the ability to clearly communicate concerns to all levels of management.
• Ability to learn, understand and apply policies to everyday tasks of the role.
• Strong organizational skills and ability to prioritize workload to meet deadlines.
• Analytical and problem-solving skills with strong attention to detail.
• Proficiency in Microsoft Office (Word, Power Point, and Excel).
• Team player with a high level of interpersonal skills and can collaborate with other teams in the organization.
• Bachelor/Associates degree or equivalent work experience in related field

Why Continental Finance?

Continental Finance Company (the “CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them. With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first. We are not a chartered banking financial institution, nor are we a debt originator or a credit card issuer.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees a hybrid work schedule that includes three (3) days in the office and two (2) days working from home every week plus competitive compensation and benefits in an exciting, fast-paced business casual environment.

CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday).