Customer Service Representative (contract to hire) - HYBRID

Job Description

Job Description

Our Fin-Tech client is looking for a Customer Service Representative for a contract opportunity in Iselin, NJ!

Job Overview:

Our client is looking for a motivated professional who can work independently in a fast-paced, customer-centric environment while continually understanding the ever-changing needs of today’s customer. The Customer Service Representative (CSR) supports the Client Services team with day-to-day duties. The CSR may assist with all types of customer-related inquiries which include inbound and outbound calls. This position requires the CSR to resolve escalated customer inquiries while maintaining an exemplary level of service to reflect a pleasant client experience. The ideal candidate will understand how to eloquently speak to our clients via all contact channels (Phone, Email, Live Chat) and is responsible for providing support for all customer relationship management requirements. This may include payment processing, initiating payment due date changes, updating client personal information, and reviewing documentation for processing.

What You’ll 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 iCreditWorks financing offerings

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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 12–9 PM shift with occasional Saturdays; flexibility as business needs require