Customer Success Advocate

LHH is actively seeking a Customer Success Advocate for one of our top clients in FinTech. This will be a contract to start opportunity and will be 100% remote. Customer Success Advocate - Financial ServicesOur Financial Services team is seeking a highly motivated Customer Success Advocate to support and mitigate risk within our business financing programs. The team is dedicated to responsibly providing funding solutions that empower small businesses to grow and scale.As part of the Operations team, you will deliver a high-touch, white glove experience to our seller community. This role serves as the first line of support for customers with questions related to business loans, helping guide them through their financing journey while identifying opportunities to enhance the customer experience.The ideal candidate is passionate about helping small businesses succeed, skilled at navigating risk thoughtfully, and energized by working in a fast-paced, collaborative environment. Successful team members quickly become subject matter experts in business lending operations and have opportunities to influence product improvements and the overall borrower experience.Key ResponsibilitiesRespond to customer inquiries via phone and email using CRM tools to provide timely and effective resolutionsTriage and escalate cases appropriately based on a customer's stage in the loan lifecycle to proactively mitigate riskSupport customers with questions related to business documentation and current loan detailsMeet or exceed established service level agreements (SLAs) to minimize revenue impact and ensure operational efficiencyIdentify, document, and partner with cross-functional teams to resolve product bugs and improve featuresAnalyze trends in customer issues and advocate for process, policy, and product enhancementsCollaborate across teams to find solutions and serve as a resource to peersParticipate in ongoing training to maintain current knowledge of BSA/AML requirements and perform related duties as neededThrive in a remote or distributed work environment, leveraging collaboration tools such as Slack and video conferencingQualifications & Skills1 years of customer service experience required1 years of experience with a financial institution or payment provider preferredExperience in a direct, customer-facing roleStrong written and verbal communication skillsExcellent organizational, analytical, and time-management abilitiesSuperb attention to detailAbility to adapt quickly in a fast-paced, evolving environmentCommitment to continuous learning and incorporating feedbackPassion for supporting small businesses and enhancing the customer experienceBilingual in Spanish is a plusPay Details: $20.00 to $26.87 per hourSearch managed by: Kaitlynne Hope Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/DisabledMilitary connected talent encouraged to applyTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:The California Fair Chance ActLos Angeles City Fair Chance OrdinanceLos Angeles County Fair Chance Ordinance for EmployersSan Francisco Fair Chance OrdinanceMassachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Salary : $20 - $27