Senior Customer Service Specialist - Onsite

This role can be onsite at our Amherst, NY office or Westlake, TX

About defi SOLUTIONS:

At defi SOLUTIONS, we work with a variety of financial institutions, including banks, credit unions, and finance companies, to help them streamline and enhance their operations. Our all-in-one platform offers a range of services from loan origination and servicing to in-depth analytics, supported by advanced technology. These flexible and scalable solutions adapt to the changing needs of both lenders and borrowers. We are backed by industry leaders such as Warburg Pincus, Bain Capital Ventures, and Fiserv, and bring together expertise of defi SOLUTIONS and the former Sagent Auto Lending to deliver top-notch solutions.

What is in it for You?

• Set Hourly Pay & No Monthly Quotas: Enjoy peace of mind with set hourly pay and a work environment free from monthly quotas.
• Paid Training : Dive into your role confidently, thanks to our comprehensive paid training program designed to set you up for success from day one.
• Generous PTO : We offer ample Paid time off each year because we believe in the importance of work-life balance and giving you time to recharge.
• Tuition Reimbursement : Advance your career with our tuition reimbursement program, supporting your educational goals and professional growth.
• Day One Benefits : Start with a robust benefits package on day one, ensuring you and your family are covered with health, dental, and vision.
• Career Growth : We’re committed to your individual growth and career progression, with a strong focus on internal promotions and opportunities for advancement.

About the Role: As a Senior Customer Service Specialist, you will work in a dynamic team environment, supporting management, internal and external customers, and clients. Our clients include some of the largest financial institutions and automotive finance companies in the United States. While working in our fast-paced and multitasking contact center, you will help achieve desired financial outcomes as defined by client objectives.

Duties and Responsibilities:

• Understand the client's requirements, processes, and methodologies.
• Be a back-up for managerial duties when needed (performance management, direction, subject matter expert)
• Subject matter expert (SME) in all customer service functional areas
• Assist fellow associates in all other functions assigned by management
• Successfully interact where appropriate with clients and customers
• Perform other duties as required.

Required Qualifications: Must be available to work Monday - Friday 12:30 PM - 9:00 PM Eastern. (Included 10% shift differential)

• High school diploma or GED
• 1-3 years prior experience in a high-volume call center
• Intermediate proficiency with Windows-based software programs required (i.e. MS Word, Excel)
• Ability to participate effectively in a team atmosphere
• Ability to lead and direct others
• Strong verbal and written communication skills

Preferred Experience:

• Prior experience in a Team Lead role
• Financial Services Experience

Travel required:

• No travel is required for this position

Affirmative Action/EEO statement: defi SOLUTIONS is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.