SFS Customer Success Advocate (Bilingual English/Spanish)
Department:
Financial Services :
10804 Square Financial Services Job Category:
Support & Operations Job Code:
Job Title:
SFS Customer Success Advocate (Bilingual English/Spanish) Keywords:
Number of Positions:
1 Remaining Positions:
1 Duties:
The Square Financial Services (SFS) team is seeking a bilingual, highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space with fluency in both English (and Spanish preferred).
The SFS team at Square is responsible for safely providing funds to our customers to help them grow their businesses.
The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community.
In this role, you will provide support to Square Sellers with Square Loans questions/needs and become a leader in all inquiries SFS and Square Loans related.
You will use your proximity to customers to identify issues that will continually improve the customer experience for Square Loans borrowers.
The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience.
Successful agents quickly become experts on Square Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.
Role Responsibilities Effectively solve customer inquiries via phone and email using a CRM tool Understand escalation paths to effectively triage a Seller's needs based on where they are in the cycle of their loan in order to mitigate risk Answer customer questions regarding business documents or current loan information in both English and Spanish Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses Identify, document, and follow up with cross-functional teams on product bugs and features Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.
100% Remote Shift Hours:
8 am - 5 pm pacific time Skills:
Written and verbal communication skills in English (as well as Spanish) 1
years of professional experience with either a financial institution or payment provider preferred Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet Experience in direct customer facing roles Interest in implementing feedback and dedicated to the improvement of your skills and work Strong organizational, analytical, written and verbal communication skills Superb attention to detail Excellent time-management skills A desire to help people and improve the customer experience A passion for Square and customers engaging with Square products Top 3-5 skills/attributes:
customer support experience, fintech or banking experience, tech industry experience Education:
1
years of customer service experince Attachments:
Location Client Location Country:
United States State/Province:
Utah City:
Holladay Address:
3165 E.
Millrock Drive, Suite 160, 10080 POSTAL CODE:
84121 Work Location Same as Client Location Other Client Location Work Completed Offsite Country:
United States State/Province:
Utah City:
Street Address:
Street Address 2:
POSTAL CODE:
Schedule Start Date:
08/21/2023 Hours Per Week:
40.
00 Est.
End Date:
12/31/2023 Hours Per Day:
8.
00 Schedule Notes:
Days Per Week:
5.
00 Requisition Custom Fields Vaccinated?:
Validated by Pro or Supplier?:
Min.
Pay Rate:
Max.
Pay Rate:
Recommended Skills Adaptability Analytical Attention To Detail Banking Services Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Financial Services :
10804 Square Financial Services Job Category:
Support & Operations Job Code:
Job Title:
SFS Customer Success Advocate (Bilingual English/Spanish) Keywords:
Number of Positions:
1 Remaining Positions:
1 Duties:
The Square Financial Services (SFS) team is seeking a bilingual, highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space with fluency in both English (and Spanish preferred).
The SFS team at Square is responsible for safely providing funds to our customers to help them grow their businesses.
The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community.
In this role, you will provide support to Square Sellers with Square Loans questions/needs and become a leader in all inquiries SFS and Square Loans related.
You will use your proximity to customers to identify issues that will continually improve the customer experience for Square Loans borrowers.
The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience.
Successful agents quickly become experts on Square Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.
Role Responsibilities Effectively solve customer inquiries via phone and email using a CRM tool Understand escalation paths to effectively triage a Seller's needs based on where they are in the cycle of their loan in order to mitigate risk Answer customer questions regarding business documents or current loan information in both English and Spanish Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses Identify, document, and follow up with cross-functional teams on product bugs and features Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.
100% Remote Shift Hours:
8 am - 5 pm pacific time Skills:
Written and verbal communication skills in English (as well as Spanish) 1
years of professional experience with either a financial institution or payment provider preferred Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet Experience in direct customer facing roles Interest in implementing feedback and dedicated to the improvement of your skills and work Strong organizational, analytical, written and verbal communication skills Superb attention to detail Excellent time-management skills A desire to help people and improve the customer experience A passion for Square and customers engaging with Square products Top 3-5 skills/attributes:
customer support experience, fintech or banking experience, tech industry experience Education:
1
years of customer service experince Attachments:
Location Client Location Country:
United States State/Province:
Utah City:
Holladay Address:
3165 E.
Millrock Drive, Suite 160, 10080 POSTAL CODE:
84121 Work Location Same as Client Location Other Client Location Work Completed Offsite Country:
United States State/Province:
Utah City:
Street Address:
Street Address 2:
POSTAL CODE:
Schedule Start Date:
08/21/2023 Hours Per Week:
40.
00 Est.
End Date:
12/31/2023 Hours Per Day:
8.
00 Schedule Notes:
Days Per Week:
5.
00 Requisition Custom Fields Vaccinated?:
Validated by Pro or Supplier?:
Min.
Pay Rate:
Max.
Pay Rate:
Recommended Skills Adaptability Analytical Attention To Detail Banking Services Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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