Customer Service Specialist

NinjaHoldings was founded in 2017 by a team seeking to revolutionize the way everyday Americans interact with financial services. Through our CreditNinja and NinjaCard brands, we empower people overlooked by traditional financial institutions to take control of their finances via a full suite of digital banking and lending products, providing incentives and rewards along the way as we guide them on a path to financial improvement. Through our NinjaEdge brand, we help companies better understand their customers by offering a package of bespoke underwriting, fraud detection, and analytics services. With offices in Chicago, Miami, and around the world through the power of remote work, we are a lean and innovative team always seeking like-minded talent to join us in our fight to disrupt consumer finance.

NinjaHoldings is looking to add exceptionally talented, bright, and driven Customer Service Specialists to our team. This position is responsible for guiding an applicant through the loan approval process on various products and supporting the day-to-day operations of a customer's loan life cycle. The Customer Service Specialist must demonstrate strong customer service acumen, the ability to multi-task on the phone and computer at the same time and be able to support applicants of new and existing lines of credit. Your attention to detail and ability to multi-task are critical to succeed in this role.

We are located in Spring Grove, Illinois. Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. Expanding the work-from-home opportunity is performance based. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results. The work week is Monday - Friday 8:00 am - 5:00 pm.

Applicants must live within 25 miles of 60081 zip code. Credit and criminal background check required and must be at least 18 years of age.

As a Customer Service Specialist, your primary responsibility is

• Take care of our customers and / or our prospective customers by handling their inquiries of all type.
• Handle and initiate inbound and outbound support requests through a variety of different channels whether it's via phone calls, e-mails, or chat.
• Keep customer records meticulously updated with accurate information for every action and interaction taken on a customer loan.
• Ensure you are moving applications to a final state and support all of them throughout their application journey.
• Call on pending loan applications to help convert into customers and assist where they might need assistance
• Review and evaluate client's financial documents and research financial history
• Uphold and adhere to strict compliance policies, procedures and regulatory guidelines and achieve company standards for quality and responsiveness, as well as local, state, and federal laws and regulation.

Ideal Candidate Will Have:

• Must be 18 years of age or older
• Excellent typing skills
• Experience with all Google suite and Microsoft products
• This position requires in-office attendance for three days a week in Spring Grove, Illinois throughout your training process which will last about four months, and various times for in-person meetings and in-office days.
• Associate's Degree OR equivalent experience 3 + years' experience in customer service
• Customer-centric approach with adaptability to various personality types
• You must possess excellent written and verbal communication skills
• Be able to sit or stand 8 hours a day wearing a headset
• Must be able to work flexible shifts – no weekends
• Excellent listener, quick learner, and able to handle ambiguity and constant change
• Ability to communicate professionally, with maturity and self-confidence
• Patience with dealing with customers who are slower to learn new technologies
• Credit and criminal background checks required
• Must have a strong at-home internet connection, all equipment will be provided to you

Additional Pluses:

• Bilingual (English/Spanish)
• Prior call-center experience
• Prior work experience in FinTech or financial services with a focus on technology
• Knowledge about or experience with Google Suite products, Microsoft Office, JIRA, & Slack
• Experience in a remote work environment
• The willingness to take on new tasks and broaden scope of responsibilities

Compensation:

The budgeted hourly rate for this position is $20.00. Additional compensation for this role may include bonus. All full-time employees are eligible to participate in company benefits.

Benefits:

• Hourly position $20.00 a hour, Monday thru Friday, no weekends
• Monthly Bonuses based on performance and attendance eligible after training
• Work-From-Home opportunity available based on performance
• Casual Dress policy (jeans, sandals, etc)
• Full Time Employees are eligible for Medical, Dental, Vision, Life, 401K, PTO, and Wellness Credits)
• Employee recognition and rewards program

IMPORTANT NOTICE:

Please carefully review communications to ensure that they are from the official Breezy applicant tracking platform (@ninjaholdings.breezy-mail.com) or an official NinjaHoldings brand email: @ninjaholdings.com, @creditninja.com, @ninjacard.com, or @edgescore.com. If you have been contacted regarding a job opening at NinjaHoldings from any other email address, including similar email variations, this is NOT a trusted source. We recommend that you refrain from responding to suspicious emails and file a complaint with the FBI's Internet Crime Compliant Center (IC3) at https://www.ic3.gov (https://www.ic3.gov/). For questions or to confirm the authenticity of a communication, please email hr @ ninjaholdings.com.