Customer Service Representative (temp)

What Youll Do:
Deliver exceptional app and platform support to customers via phone, email, and live chat
Troubleshoot and resolve customer-reported issues related to the iCreditWorks mobile app, web portal, and POS financing platform
Guide customers through account setup, loan applications, payment processing, and self-service features
Accurately log, categorize, and escalate technical bugs or platform issues to internal product and engineering teams using CRM and ticketing tools
Identify and communicate patterns in app-related support tickets to the product team to drive platform improvements
Navigate and toggle between multiple software systems simultaneously during live customer interactions
Respond to account inquiries including payment processing, ACH/debit transactions, payment due date changes, and personal information updates
Collaborate cross-functionally with product, compliance, and operations teams to resolve complex or escalated cases
Provide written business correspondence for disputes, service requests, and account-related matters
Onboard and train new CSRs on platform workflows, support tools, and service standards
Stay current on new product features, app updates, and financing offerings

Qualifications:
5+ years of customer service experience in a fintech, SaaS, or financial services environment prior experience in a SaaS, fintech, or app-based support role is strongly preferred over a traditional call center background
1+ years of hands-on experience working in Zendesk, Salesforce, or a comparable ticketing/CRM platform required
Experience supporting customers through a mobile app or web-based software product required
Demonstrated ability to learn and navigate new software platforms quickly
Solid understanding of payment processing, including ACH and debit card transactions
Knowledge of installment loans, consumer financing, or financial services products a strong plus
Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
Strong problem-solving skills with a customer-first mindset
Proficiency in Microsoft Office and comfort navigating multiple digital tools simultaneously
Multilingual Spanish fluency strongly preferred
4-year college degree from an accredited institution preferred
Available to work 129 PM shift with occasional Saturdays; flexibility as business needs require