Customer Support Specialist

• 5000 - 6000 USD per Month
• Full Time
• Posted : one year ago

Who we are:

Brim is an established Fintech company with its own card issuance license (B2C) and a financial technology platform as a service (B2B) delivered to Financial Institutions and Large Commercial partners. We deliver an innovative product suite and cards, integrated buy-now pay-later solutions, mobile and digital banking, and behavior-driven customer engagement - all embedded with a global rewards ecosystem and transformative customer experience.

Brim is the only Fintech in North America that is a licensed credit card issuer by Mastercard, and we were recently awarded Best Challenger Bank Credit Card and Platform of 2022.

Today, Brim has the largest self-service offering and we are continuously launching new innovative features. Join us in redefining customer experiences!

In this role, you will:

• Represent Brim’s brand with best-in-class customer experience, helping cardmembers with their inquiries through email, chat, and social media
• Manage customer relationships by taking ownership of inquiries and representing Brim
• Develop and document new processes which solve frequent pain points for the team and help deliver a more consistent experience for our customers
• Be the frontline of support at Brim on all customer inquiries, responding and resolving questions in a considerate and timely manner
• Create the energy and excitement around Brim products and platform, providing the right solutions in a timely manner to our cardmembers
• In addition to resolving inquiries, help cardmembers to understand digital self-serve functionality available to them in the Brim app and online portal
• Maintain excellent and up-to-date knowledge of features, policies and procedures about products and service. Leverage this information to act quickly and make sound decisions.
• Own the support role for the company as part of our Customer Experience team

We are looking for someone who can:

• 5+ years’ experience delivering great customer experiences in a very active environment with constant interaction and communication with cardmembers.
• Strong interest in technology, particularly fintech, and agility at learning new platforms and features
• Very strong people skills: you’re approachable, a good listener, and empathetic
• You’re a polished writer, and can craft a great email at the drop of a hat
• You know exactly how to diagnose customer issues and make customers happy
• You’re organized and efficient, nothing falls through the cracks
• Must have great attention to detail, accuracy and follow-through
• Self-motivated and will strive to achieve best possible results as you improve along the way
• Must be dependable, responsible, accountable, honest, hard working, resourceful, excited to learn new things, bright, upbeat, and friendly
• Must be looking to work in a long-term period and master the ropes of the role along the way
• Problem-solving, critical thinking, and analytical skills
• Excellent communication (written and verbal), grammar and typing accuracy, and collaboration skills

You’ll be a preferred candidate if you have:

• Experience with the TSYS credit card processing environment
• Experience in servicing customers in a fast-paced customer focused credit card issuing environment and post-conversion in new product launches

What we offer:

• The opportunity to work in both an awesome company and an exciting industry experiencing hyper-growth
• We’ve transitioned to a remote first company so that means you’ll be working remotely
• Yearly paid vacation
• A competitive salary and benefits
• A diverse, kind, committed and hardworking team

Skills

• Analytical Skills
• Communication
• English
• Customer-focused Service
• Organization skills