User Support Specialist

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

As a User Support Specialist at Array, you will resolve inbound customer calls, review customer account and billing details, and deliver accurate solutions for our customers. You'll bring patience and empathy to customers navigating financial stress and surface systemic issues as an advocate for the customer. This role reports to the Senior Manager, Technical Support.

You will:

• Successfully resolve customer calls by determining the reason for customer outreach, identifying solutions, and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Responsible for providing accurate support from start to finish to resolve customer inquiries or concerns.
• Understand and strive to meet or exceed call center or other operational metrics while providing excellent and consistent customer service.
• Identify trends or systemic issues and escape internally within the organization, as an advocate for the customer.
• Effectively listen and demonstrate empathy with customers who may be frustrated or stressed about finances or other experiences.
• Review customer accounts, providing updates and information about billing and payments.
• Responsible for keeping records of information received in conversations and logging it into the database.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Maintain up-to-date familiarity with our product offerings to deliver accurate support.

You have:

• 1 + years of call center experience (Customer service).
• Experience in the Fintech or financial services fields, with a focus and/or understanding of loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution for the problem.
• Listening, verbal, and written communication skills with the ability to build empathy and rapport with our customers.
• Ability to thrive in a fast-paced and goal-oriented environment with a track record of top-tier performance.
• Positive attitude and the ability to collaborate with other team members and internal departments.

All your information will be kept confidential according to EEO guidelines.