Customer Support Representative

Company: Foundation Capital
Location: Lehi
Posted on: July 28, 2022

Job Description:

LendingClubCorporation (NYSE: LC) is the parent company ofLendingClubBank, National Association, Member FDIC, and the onlyfull-spectrumfintech marketplace bank. Members can gain access to a broad range of financial products and services through a technology-driven platform, designed to help them pay less when borrowing and earn more when saving. Since 2007, more than 4 million members have joined the Club to help reach their financial goals. We're leading the governance of a new industry by developing ethical, responsible ways to bring greater value and better opportunities to our members. Everyone deserves a better financial future and our team is committed to making that a reality. Come join us!

About the Role

At LendingClub, we take pride in helping our potential borrowers improve their financial health through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are inspired by our vision, and embody our values.By joining the Member Engagement team, you'll have the opportunity to empower those who strive to achieve financial success. You will be a guide to our borrowers as they start a relationship with LendingClub and join "America's Financial Health Club". In this role, you'll experience a dynamic call center experience where we provide best-in-class, nonstop member interactions via phones, email and chat, through three simple principles: "Build a Relationship, Make It Easy, and Think Ahead."

What You'll Do

Take inbound phone calls for new members who need support in completing applications, adjusting payment amounts and dates, completing To-Do lists to get their loans approved - typically leading to 65 - 75+ calls per day

Guide the potential borrower through the application process, while providing empathetic and professional customer service

Listen and seek to understand the potential borrower's goals/loan needs and tailor specific solutions using LendingClub Products

Simplify complex processes and financial concepts and make it easy for our potential borrowers to grasp

Adapt to new situations by thinking critically, being adaptable, and paying attention to detail

Have a strong understanding of financial products/services with the ability to clearly convey product value via phone calls, chats and emails

Help borrowers sort through their available options and make a decision that best benefits them financially as well as emotionally

Be able to describe and present a full variety of relevant LendingClub products, messages and offers, including driving our members to the digital experience proactively or encouraging them to investigate the full suite of product offerings that could benefit them

Pay for the position:

$17.50/hr base + monthly performance-based bonuses. Avg earnings $19-21/hr

Schedules for the position (subject to change):

7:00am - 3:30pm MST - M-F
7:30am - 4:00pm MST - M-F
8:00am - 4:30pm MST - M-F

About You

You are someone who derives joy from interacting with others

You are competitive on both an individual and team level. You love a challenge, and you are especially motivated by numbers.

You have an interest in learning skills in negotiation and persuasion that will help you for the rest of your career

Comfortable with technology and capable of handling back-to-back phone calls and rapid switches between phone, email, and chat communications

You identify with the Lending Care principles and are committed to upholding a reputation of delivering best-in-class service

You are timely and reliable, as it is important to adhere to your daily schedule

Available to work early mornings or weekends as business needs dictate

You have:

Great customer service skills and have a true enjoyment from working with a variety of different people

Interest in learning persuasion, influence, negotiation, and the psychology of financial decisions

Familiarity with CRM platforms

Ability to build relationships and focus on customer experiences

COVID-19 Considerations:
LendingClub is currently working from home due to COVID-19, but we are asking for flexibility going forward as circumstances change and we determine to transition teams back to work in the office. The following are requirements to perform this role while working from home:

Have a quiet, dedicated space at home that meets your ergonomic needs where you can work uninterrupted

Have high speed internet with low usage during business hours

Be able to connect directly into your modem/router (not via wifi)

Be comfortable trouble shooting technical issues without in-person IT support

Working Conditions
Required to be on the phones, work on a computer and at a desk for extended periods of time including viewing a screen, using a mouse, manipulating a keyboard and wearing a headset. Must be able to function effectively in a dynamic fast-paced call center environment where natural and regular work stressors can occur.

What Makes LC different:
A great place to build your career
We want you to learn and grow with us, and we love to promote from within the company. On-boarding programs, on-the-job training, career-development sessions, and performance check-ins keep you on a path toward the next level.

We celebrate individuality
Employee resource groups-like our women's, veterans, Latinx, and LGBTQ groups-offer more ways to feel connected and supported within our LendingClub community.

You are worth it
In 2019, 2020 & 2021 we were awarded the Top Work Place in Utah by the Salt Lake Tribune. We want every employee to feel valued. One way we do that is through our generous compensation and benefits package, generous paid time off, wellness programs with cash incentives, and more!

Position ineligible for visa sponsorship.

Check us out on social media!
Instagram: @lendingclub_official
Facebook: @LendingClubTeam
Twitter: @LendingClub
LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.

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Keywords: Foundation Capital, Lehi , Customer Support Representative, Other , Lehi, Utah