Fintech Customer Support Advocate

Talanto; Northern (KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Array is seeking a User Support Specialist to resolve customer calls, review accounts and billing, and deliver accurate solutions with empathy. You will advocate for customers, de-escalate difficult situations, and maintain up-to-date knowledge of product offerings to ensure consistent support.

Ideal candidates have 1+ years of call center experience in fintech or financial services, strong communication skills, and the ability to thrive in a fast-paced environment while meeting performance

Qualifications

• 1+ years of call center experience in customer service.
• Experience in Fintech or financial services with loan or mortgage support.
• Strong listening, verbal and written communication with empathy.

Responsibilities

• Resolve customer calls by identifying solutions and escalating when needed.
• Manage inbound and outbound calls in a timely, efficient manner.
• Provide accurate end-to-end support to resolve inquiries.
• Meet or exceed call center metrics while delivering excellent service.
• Identify trends and advocate for customers to surface systemic issues.
• Listen empathetically to customers facing financial stress.
• Review accounts and provide updates on billing and payments.
• Maintain records of conversations in the database.
• De-escalate dissatisfied customers with patient support.
• Stay up-to-date with product offerings to deliver accurate support.

Skills

Call center experience

Fintech knowledge

Empathy

Communication skills

Problem solving

Team collaboration

Adaptability

Job description

Array is seeking a User Support Specialist to resolve customer calls, review accounts and billing, and deliver accurate solutions with empathy. You will advocate for customers, de-escalate difficult situations, and maintain up-to-date knowledge of product offerings to ensure consistent support.

Ideal candidates have 1+ years of call center experience in fintech or financial services, strong communication skills, and the ability to thrive in a fast-paced environment while meeting performance