Customer Experience Specialist

| Greater Denver Area | Hybrid
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Description

Position at Funding Circle US

 

Who are we?
We want to help small businesses win. That’s why we’re here. 

We connect small business owners to investors – to create jobs, support local communities and power economies – because we believe that people are made to do more. And we want to help realize their goals. 

So, we created the leading small business loan platform. At the end of 2020, Investors had lent $15.2 billion in 143,000 loans to 100,000 small business owners globally. There’s never been a better time to join! 

Be part of the team that changes everything. Let’s build the place where small businesses can get the funding they need to win and leave a legacy behind, forever.

This role sits within “Corporate Functions.” The engine of Funding Circle - we keep the business running. Whatever the discipline, we turn dreams into reality and help small businesses to win.

What will you be doing?

Our team is seeking a fast learning and hard working individual who knows how to gain insight into borrower needs. Someone who is passionate about improving borrower experiences and helping small businesses succeed.

  • Develop, implement, and update borrower surveys to enhance understanding of the customer experience
  • Properly prioritize and route escalated requests as they are received
  • Collaborate with data analyst to evaluate and report on survey findings
  • Complete quality assurance of borrower communications with external servicing vendor to ensure a high level of customer satisfaction and alignment with internal company policies
  • Coordinate with other departments to determine opportunities for improving borrower experience

Are you? 

  • 2-5 years Customer Service experience
  • Excellent verbal and written communication skills
  • Experience creating and conducting Customer Satisfaction surveys
  • Attention to detail
  • Experience with Excel or Google Sheets
  • Experience with Salesforce or other CRM software
  • Strong organizational and time management skills
  • Persistent desire to learn
  • Positive outlook and demeanor

Why should you join us? 

We’re gearing up for our biggest chapter yet – and it’s being driven by all of our Circlers. 

We think of ourselves as the career launchpad. A place to develop yourself, fast. Real work. Real experience. Real opportunities to collect skills. Think big remits and huge ownership to make great things happen. 

Yes, it’s target-driven and high-octane – but we like to play hard too. That’s what makes us, us. Our vibrant culture is built around potential and creating a place where you can really be you. We keep it agile and open. All voices heard. Because we believe great ideas come from everywhere. 

If you show skill and willing, we’ll back you all the way. This is the place for you to build something incredible. 

It’s in our differences that we find our strengths. 

At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal opportunity workplace and affirmative action employer. We truly believe that diversity makes us better.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Want to Build the Incredible? We’d love to hear from you.
 

*Colorado Only* Base Salary range of $42,000 to 46,000 + equity + benefits

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ClojureLanguages
    • jQueryLibraries
    • KafkaLibraries
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • AWS (Amazon Web Services)Services
    • Google CloudServices
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
    • SlackCollaboration
    • Bob and Culture AmpProject Management

Location

Located in the economic powerhouse Central Business District. Easy access to all area RTD Light Rails, entertainment, and fine dining to food trucks.

An Insider's view of Funding Circle

What’s the vibe like in the office?

What attracted me to Funding Circle was more than creating a better funding solution for small businesses. It was the people I would get to work with and the value alignment I was looking for. A company that lives it's values through every decision and interaction is what I believe creates success. It's exciting to see that in action every day.

Jen

Head of Sales & Operations

What's the biggest problem your team is solving?

Product needs to find the best solution that benefits both the customer and the business - in a way that scales. We address pain points and increase points of delight for the user, then innovate via cross-functional teams to grow the business. My roadmap has initiatives to find ways to attract and say yes to more small businesses.

Francine

Senior Product Manager

How has your career grown since starting at the company?

I've gained a great deal of new skills that are leading to my career growth. Starting on the Customer Success team, I got a solid understanding of the organization from a post-funding standpoint. I explore the world of qualitative research with competitive analysis and customer interviews, and grew my speaking skills through presentations & forums.

Liza

Customer Experience (CX) Researcher

How does the company support your career growth?

During my time at Funding Circle, I have had the opportunity to work on many aspects of the business. Funding Circle has provided me with the necessary resources to develop my professional skills. Additional learning that is provided has helped me gain the necessary knowledge to do my role well while learning more about the financial industry.

Chris

Strategic Partnerships Manager

What are Funding Circle Perks + Benefits

Funding Circle Benefits Overview

Competitive salary with a robust health benefits insurance package, 401(k), and various wellness resources.

Unlimited vacation and flexible working hours

Fully-stocked kitchens with free drinks and snacks

Regular social events, team bondings, employee-lead volunteer days, and club activities (such as Women@FC, Circle of Pride, FC Impact, and Development Book Club)

Opportunities to learn, develop, and grow your career through global programs, team/functional training, and $300 annual personal development benefit

Within walking distance of public transit

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
In office Yoga every Wednesday!
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Catered lunch once per week from ClusterTruck
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Happy hours are hosted every Thursday and for many special occasions.
Onsite office parking
We offer employees a parking subsidy.
Recreational clubs
Relocation assistance
Relocation available for some key roles.
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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