Customer Experience Advocate Job at Credit Genie (Plymouth Meeting)

Job Description

As a Customer Experience Advocate at Credit Genie, you will serve as a primary point of contact for customers seeking support across our products and services. You will be responsible for delivering accurate, empathetic, and compliant customer support while adhering to established workflows, policies, and service-level expectations. This role plays a critical part in maintaining customer trust and ensuring a consistent, high-quality experience. The successful candidate will demonstrate strong communication skills, sound judgment, and the ability to navigate multiple systems while operating in a regulated financial services environment.

Job Responsibility

Respond to customer inquiries ensuring prompt, professional, and empathetic support leveraging approved communication templates and frameworks
Troubleshoot and resolve common issues related to account access, product usage, eligibility, and transactions
Adhere to internal SLA targets for response and resolution times while maintaining high quality standards
Escalate complex, sensitive, or unresolved issues to senior agents or leadership with clear documentation and recommendations
Follow established workflows and standard operating procedures (SOPs) to ensure consistent, accurate, and compliant customer handling
Maintain accurate and complete records in the CRM tool (Zendesk), ensuring all cases are properly categorized, documented, and resolved
Identify recurring customer pain points, trends, and process gaps, and communicate findings to leadership and cross-functional partners
Uphold Credit Genie’s tone, brand voice, and customer-first philosophy in every customer interaction
Partner with peers and senior agents to share best practices and maintain consistent service quality across the team
Participate in training sessions, calibration meetings, quality reviews, and process updates
Contribute ideas to improve operational efficiency, customer satisfaction, and workflow automation
Ensure all customer communications and actions adhere to company policies, regulatory requirements, and data privacy standards
Support testing, rollout, and feedback efforts for new features, tools, or workflow updates that impact customer interactions

Requirements

Bachelor’s degree from an accredited institution required
1–3 years of experience in customer service, contact center operations, or a related customer support role
Demonstrated ability to provide professional, empathetic, and accurate customer support in a fast-paced environment
Strong written and verbal communication skills with the ability to clearly explain information and resolve issues
Experience working with CRM or ticketing systems
Zendesk experience preferred
Strong organizational and time management skills with the ability to manage multiple cases simultaneously while meeting service level expectations
Comfort navigating multiple systems and tools concurrently, including internal platforms and standard productivity tools (e.g., Google Workspace or Microsoft Office)
High attention to detail and the ability to follow established workflows, policies, and procedures
Ability to handle sensitive customer and financial information with discretion and professionalism
Adaptable, solutions-oriented, and comfortable working in a regulated financial services environment

Nice to have

Experience in fintech, financial services, or another regulated industry
Familiarity with quality assurance metrics, SLAs, and performance-driven customer support environments
Experience supporting customers across multiple channels (e.g., email, chat, phone)
Experience working in an on-site or in-office customer support environment

What we offer

Offers Equity
Offers Bonus
100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment
Receive up to $100 per month in fitness reimbursement or enjoy a complimentary full membership to LifeTime Fitness or Equinox
401(k) with a 3.5% match and immediate vesting
Meal program available for both lunch and dinner
Pre-tax benefits, including a $1,000 HSA match
Life and accidental insurance
Flexible PTO

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Customer Experience Advocate

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