Fintech Customer Support Advocate - Billing & Resolution

Jobs for Humanity; Tallahassee (FL); On-site; USD 35,000 - 48,000; Full time

Job summary

Array is seeking a User Support Specialist to resolve customer calls, review accounts and billing details, and deliver accurate solutions. You will advocate for customers, surface systemic issues, and work under the Senior Manager, Technical Support.

You will handle inbound/outbound calls, ensure timely resolutions, and maintain empathy with customers navigating financial stress while keeping thorough records and documenting progress in the system.

Qualifications

• 1+ years of call center experience.
• Experience in Fintech or financial services with loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution.
• Listening and written communication skills with the ability to build empathy and rapport.
• Thrives in a fast-paced, goal-oriented environment with top-tier performance.
• Collaborates with other team members and internal departments.

Responsibilities

• Resolve inbound customer calls by determining the reason for outreach and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Provide accurate support from start to finish to resolve inquiries or concerns.
• Aim to meet or exceed call center metrics while delivering excellent customer service.
• Identify trends or systemic issues and elevate internally as customer advocate.
• Demonstrate empathy with customers facing financial stress or other challenges.
• Review customer accounts, including billing details, and provide updates.
• Log information from conversations into the database for records.
• De-escalate dissatisfied customers with patient assistance and support.
• Maintain up-to-date familiarity with product offerings to deliver accurate support.

Skills

Call center experience

Fintech experience

Empathy and active listening

Verbal and written communication

De-escalation ability

Problem solving

Job description

Array is seeking a User Support Specialist to resolve customer calls, review accounts and billing details, and deliver accurate solutions. You will advocate for customers, surface systemic issues, and work under the Senior Manager, Technical Support.

You will handle inbound/outbound calls, ensure timely resolutions, and maintain empathy with customers navigating financial stress while keeping thorough records and documenting progress in the system.