Training and Quality Control Specialist
Self Financial, Inc. empowers consumers to establish and build a credit history. We are a venture-backed, financial services startup based in Austin, TX. At Self, our mission is to help millions of people build credit and save money on their journey toward financial security.
There are about 108 million people in the US who have low credit scores or who have no access to credit. Sadly, there aren’t many options for these people. Most banks aren’t doing anything material to change the situation because it’s not profitable for them to do so. Bad credit or no credit history can be barriers to renting an apartment or getting certain jobs, let alone buying a car or house. And if you can get a loan with a low credit score, you’re very likely to pay a lot more in interest over the life of that loan.
Our team is passionate about challenging the status quo of the credit industry by giving people accessible and affordable tools to take control of their credit. Executing our mission requires deep collaboration across our teams to ensure our products reach the people who can most benefit from them.
We're looking for people who share a passion for our mission and relate to why we do what we do. At Self, we want to work with people who are driven to tackle challenges, bring unique perspectives, find solutions and help make the financial space a better place for our consumers. We recognize that it takes different people and personalities to make our products – and our company – truly great. We only seek the best.
If you are someone who is equally passionate as we are, we want to chat with you.
About this role:
As a Customer Success Training and Quality Control Specialist, you will be responsible for ensuring our Customer Success team and third-party partners are providing high quality, accurate, and timely information to our valued customers across our support channels (phone, chat, and email). You will have the opportunity to build out new processes, set team-wide goals, and drive a direct impact on our business and customers. You will work closely with the Customer Success team and leadership to shape Self and how we operate by providing insights on where we can improve as a team, ideas for tool enhancements that will help us scale, and product improvement suggestions for our cross-functional stakeholders.
Activities and Responsibilities:
- Own onboarding training and continuous improvement and education of Customer Success team (including Customer Success Operations and Credit Resolution Operations)
- Own onboarding and train the trainer of any third-party vendor for the outsourcing of Tier 1 operations
- Manage and own training documentation, onboarding plans, knowledge base and newsletter, and TextExpander content
- Perform quality review audits of Customer Success and third-party vendors
- Drive continuous improvement of quality score and CSAT/NPS and performance KPIs
- Provide regular quality reporting to the Customer Success leadership team at a macro and individual level
- Provide coaching to team members to drive performance improvements
- Ideate tool and product improvement opportunities based on quality reviews
What you will need:
- 3+ years experience in customer service or online operations preferred
- 1+ years experience in a quality review or trainer role preferred
- Strong business problem-solving instincts and ability to multitask
- Excellent communication and presentation skills with specialization in remote learning
- Excellent interpersonal skills to bring a team together, move them in one direction together, and align goals with Self’s organizational goals. Needs to have proven skills in delegation, conflict management, and coaching others.
- Strong ability to adapt in a fast-moving, startup environment
- Strong collaboration skills to drive progress in a matrix environment
- Drive for continuous improvement of processes, systems, content, and training methodology
- Flexibility to work a variety of shifts as we ramp our third-party vendors
Benefits and Perks:
Our compensation and benefits are competitive, but there's one thing that Self Financial can offer that many startups cannot: we can positively change the world while making a profit. Over 64 million adults in the U.S. do not have a credit score due to a lack of credit history. Self is solving this problem with innovative technology and partnerships.
Our perks include:
- Competitive Pay
- Eligible to participate in the Self's Incentive Bonus Programs
- Company paid education and training programs
- Free at-home workout through Sworkit and Gold's Gym membership
- Plenty of snacks and drinks are provided at the office (Our offices are partially open)
- Casual dress code
- Team building, happy hours, and events (Online now, due to pandemic)
- Downtown Austin office space (Our offices are partially open)
- Parking stipend/pass (Our offices are partially open)
- Monthly $100 COVID stipend for full-time employees through 12/2021
- How we act with each other is how we act with our customers. We are direct, transparent, and respectful, and we hope you embrace that approach.
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.