Customer Service Rep at Beyond Finance - Fintech Growth in Columbus

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About The Role

Our Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance's financial hardship programs. They are Beyond's caring voice to the client and guide them from enrollment through graduation. Our Customer Service Representative possesses a "second-to-none" work ethic and an upbeat, positive, and passionate attitude about customer service. By responding promptly to client requests and possessing an acute awareness that allows them to anticipate the client's needs and exceed expectations, our Client Success Department is critical to maintaining Beyond's white glove service standard.

As a Customer Service Representative, you will complete a four-week training program to become an expert in Beyond's financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Customer Service Representative role is a remote position.

What You'll Do

• Provide a helpful and caring customer service experience over high-volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment.
• Proactively identify, analyze, and resolve client issues by utilizing active listening and critical thinking to provide first-call resolution with a focus on the customer relationship.
• Exhibit strong written and verbal communication skills, excel at customer interaction, and deliver practical solutions.
• Develop and maintain positive client relations and work collaboratively with other departments to ensure client requests and questions are handled in a timely manner.
• Work independently and with a team to drive client retention by bolstering product knowledge and providing best-in-class service at all times.
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple systems simultaneously and document information, activities, and changes in the CRM database for client accounts.
• Continuously learn, interpret, and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions.
• Meet and exceed client-centric performance expectations focused on quality of service and efficiency.
• Engage with feedback from leaders and teammates to collaborate and streamline workflows.

What We Look For

• Minimum 1 year of relevant call center experience (Required)
• Bilingual — Spanish (preferred, not required)
• Reliable, high-speed internet connection with ethernet (Required)
• Strong computer technical skills with the ability to learn and navigate complex systems
• Excellent communication skills (written, verbal, and listening)
• Operate with understanding, active listening, patience, empathy, and kindness toward customers
• Strong interpersonal skills; ability to independently handle routine and complex client inquiries
• People-focused approach and solution mindset — an effective problem solver
• Effective at time management, planning, and organizing tasks
• Ability to work from home in a distraction-free environment

The base salary range represents the low and high end of the anticipated salary range for this position. The actual base salary offered will depend on numerous factors including the individual's skills, experience, performance, and the location where work is performed.

Base Pay Range: $19–$20 USD per hour

Why Join Us?

While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to any parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.