Jr. Retention Specialist

Job Description

Job Description

Description:

Who We Are:

A Top Place to Work!

We believe in small businesses and the people who grow them. At Credibly, we leverage cutting-edge data science, technology, partner relations, and customer support to provide business owners with accelerated access to right-sized capital solutions. From working capital loans and merchant cash advances to lines of credit, we offer a suite of financing products that can accommodate nearly any stage of business development or credit profile.

Founded in 2010 with offices in Michigan, New York, and Arizona, we have provided access to over $3.1 billion to more than 61,000 small businesses nationwide. On top of being nominated as one of Crain’s 50 fastest growing companies in New York and making several appearances on the Inc. 500 list, Credibly was also recently named a Top 25 Lending Technology Company by The Financial Technology Report.

The Opportunity

As a Jr. Retention Specialist at Credibly, you will play a vital role in maintaining the health of our client relationships. Similar to our Jr. Business Consultant role, this position is a blend of proactive outreach, operational support, and relationship management. You will be the bridge between our ISO partners and active merchants and the support services they need to thrive, ensuring that every interaction with Credibly reinforces our commitment to their success. You will work closely with both the Bridge and Renewal teams to streamline the funding process and provide white-glove service to our partners and merchants.

What You Will Do:

• Proactive Client Engagement: Reach out to active clients to educate them on available Credibly support services and ensure they are maximizing their partnership with us.
• Inbound Support Management: Manage inbound call and correspondence with professionalism and speed to ensure no client inquiry goes unanswered.
• Documentation & Submissions: Assist in the collection, organization, and verification of required submission documentation to keep the renewal pipeline moving efficiently.
• CRM Data Integrity: Maintain and update accurate records with Bridge/Renewal CRM system to ensure seamless hand-offs between departments.
• Operational Support: Provide high-level administrative assistance to the Bridge and Renewal teams to optimize internal workflows.

Who You Are:

• Experience: Previous experience in a customer-facing role (sales, support or account management) is preferred. Experience in fintech or business lending is a plus.
• Communication: Exceptional verbal and written communication skills with the ability to maintain a professional demeanor under pressure.
• Tech-Savvy: Proficiency with CRM systems and the ability to learn new software quickly.
• Detail-Oriented: Strong organizational skills with a “check-twice” mentality when handling sensitive financial documentation.
• Adaptability: A proactive mindset and the ability to pivot between administrative tasks and direct client interaction.

How You Will Benefit:

• Flexible working conditions, via hybrid remote/in-office work
• Generous PTO package
• 8 Paid Company Holidays
• Paid Parental Leave, Bereavement, and Jury Duty
• 401k with company match (and 100% vesting after 2 years)
• Medical insurance through BCBSM or BCN
• Dental and Vision provided by BCBS?
• HSA and FSA available, including LPFSA and Dependent Care
• Company paid life insurance and short-term disability
• Additional optional insurances