Customer Success Associate
Our Company
Aura is a technology company that provides small, affordable loans to working families in America. We give our customers access to fairly priced credit and we help them build up their credit scores. We have raised over $100M to date from investors including First Mark Capital, Revolution Ventures and Coppel Capital. We have been named to the INC 5000 Fastest Growing Companies in America, American Banker’s 2019 Best Places to Work in Financial Technology and we are ranked #23 on the San Francisco Business Times’ Top 100 Fastest Growing Private Companies.
Our Values
We are a tight-knit team of highly talented, hardworking, and motivated people from a diverse set of backgrounds and industries, all tenaciously motivated by our mission. We value creativity, courage, and collaboration and we believe in letting the best and most creative ideas rise to the top. We are looking for outstanding people who want to work hard, have fun, and build a socially-minded, profitable, and enduring business in the process.
The Job
We are looking for a Customer Success Associate to join our servicing team. This person will support key operational processes that are important to the business.
Responsibilities include:
· Speaking with customers, guiding them through our application process and helping to provide a flawless customer experience.
· Working with customers over the phone to solve application processing issues and educate them on our products, services, credit, and technology.
· Experience handling sensitive escalations.
· Subject matter expert across all types of customer service calls.
· Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
· Conducting meetings and presentations to share ideas and findings.
· Documenting and communicating the results of your efforts.
· Ensuring solutions meet business needs and requirements.
· Updating, implementing, and maintaining procedures.
· Managing projects, developing project plans, and monitoring performance.
· Monitoring deliverables and ensuring timely completion of projects.
· Working cross-functionally with other teams to deliver results and troubleshoot.
The team is growing quickly, and highly talented/motivated employees will have the opportunity to help shape the direction of the organization. We are extremely excited about our future and can’t wait to bring more awesome people into the team!
Job Requirements
The ideal candidate will have:
- Fluency in English and Spanish (written and verbal).
- Basic-Intermediate knowledge of Microsoft Excel and Microsoft Office Suite.
- Strong communication and interpersonal skills.
- Strong organizational skills.
- Strong attention to detail.
- Ability to work in a team environment.
- 2+ years of experience in customer service, administrative, or a hospitality role.
- An energetic, driven, fun and generally awesome personality!