Possible is a venture-backed consumer fintech company that radically reinvented small-dollar loans to make them more affordable and sustainable to help everyone improve their financial health. Building on that success, Possible is adding two additional product categories in our pursuit of making financial services more fair and affordable.

As the Escalation & Resolution Specialist, you'll be empowered to overcome some of Possible's most complex customer issues! You will have the agency to investigate high-impact customer situations and share candid feedback/suggestions on opportunities for improvements. You'll also collaborate with internal departments and outside functions to ensure we provide suitable resolutions for a wide variety of sensitive customer issues.

Responsibilities:

• Provide outstanding customer support over email, live chat, and phone
• Maintain contact and follow up consistently to ensure a quick resolution, establish trust, and repair our relationship with the customer
• Advocate on behalf of our customers by relaying customer sentiment and feedback to see opportunities for improvement (i.e: operational inefficiencies and agent knowledge gaps; where possible, build improvements to streamline processes.
• Partner closely with Legal & Compliance to de-escalate and investigate customer threats of legal action and other formal complaints (CFPB, BBB, AG, DFI, etc.); share data and trends related to these complaints and document the interaction for record retention purposes
• Investigate claims of fraudulent activity and identity theft by collecting documented evidence, verify the legitimacy of police reports, and collaborate with the Legal & Compliance team
• Act as the point person in Operations for our banking partnerships to ensure that all ops-related requirements from the program agreement are implemented
• Maintain a deep understanding of all internal processes and procedures for Operations and Compliance and the product (from end-to-end) in order to diagnose customer issues
• Compile & analyze reports with multi-system data points, identify, monitor, and report on various trends or inefficiencies
• Follow policies, procedures and use appropriate judgment in reviewing and responding through the applicable complaint channel cases assigned in a timely and accurate manner
• Present a professional demeanor while communicating (written/verbal) and interacting with others internally and externally
• Ability to Perform Root Cause Analysis (RCA)

Qualifications & Skills:

• Deep experiences with the above responsibilities to include:
• Extensive experience handling escalated calls in an inbound/outbound customer-facing environment while navigating multiple computer applications
• Showcase Possible's "Tone & Voice Principles" by using exceptional communication & interpersonal skills empathize with our customers, and to de-escalate and resolve highly sensitive customer concerns
• Strong attention to detail, problem resolution, critical thinking, and investigative abilities
• Must be a self-starter with the ability to prioritize tasks efficiently and manage time appropriately

About Possible:

We are a fast-growing, fully distributed, FinTech startup that believes financial health is something everyone deserves, not just the affluent. We're committed to empowering the underserved with tools to better their economic situation. We promise to be transparent, serve with kindness, be responsible, and hold ourselves accountable for crafting positive change. Possible is backed by leading investors such as Union Square Ventures, Canvas Ventures, and FJ Labs.

Work hours:

Possible is fully distributed and has team members across the US and in Asia and Latin America. Our primary coordination hours are 9a to 3p Pacific Time.

Benefits (for US-based employees):

Joining an early-stage, venture-backed company does not mean you will sacrifice benefits. We offer excellent medical, dental, and vision coverage and pay 85% of employee premiums and 50% of eligible dependent premiums. We also offer childcare and healthcare FSAs; life and disability (short- and long-term) insurance; an Employee Assistant Program; and a 401(k) plan.

Diverse, Equitable, & Inclusive Work Environment:

Possible Finance values inclusion and believes diversity at all levels is the best way for us to accomplish our mission. We aspire to be among the industry’s most inclusive work environments and are a proud equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law.