About this role
Company Overview:
At Snap Finance, we believe everyone deserves access to the things they need, regardless of credit history. Since 2012, we've used data, machine learning, and a more human approach to create flexible financing solutions that help people move forward. We're proud of our inclusive, supportive culture, built on empowering our customers, partners, and team members alike. When our people thrive, so does our innovation.
If you're looking to make an impact and grow with a team that values you, come join us!
Job Description
How You'll Make an Impact
• Be the expert and key point of contact for internal LTO Customer Service agents by providing clear, timely guidance.
• Have the ability to educate and train level 1 agents on steps to follow and the reasoning behind the procedure
• Handle escalated calls with professionalism and support agents in effective de-escalation techniques.
• Identify opportunities for departmental improvements.
• Maintain high standards of quality in customer support and uphold strong personal scorecard performance.
• Understand departmental metrics and partner with supervisors towards improvement.
• Flag and report operational issues to the appropriate teams for resolution.
• Assist with additional functions and cross-team initiatives as directed by leadership.
• Perform other duties as required to support team and organizational goals.
What You'll Need to Succeed
• Minimum of 2+ year of experience in a call center or customer support environment.
• Demonstrated Subject Matter Expertise (SME) in supporting internal agents and managing frustrated customers with professionalism and empathy.
• Strong organizational skills and exceptional time-management abilities.
• Excellent verbal and written communication skills. BELT assessment: B2+ required; C1 preferred.
• Proficiency with Microsoft Office tools, particularly Outlook.
• Ability to multitask effectively and adapt quickly to changing priorities.
• Calm, composed demeanor when working under pressure in a fast-paced environment.
• Strong interpersonal skills with a high level of discretion and professionalism.
• Proactive mindset with strong analytical and problem-solving skills.
• High School diploma required.
• Flexibility to work any schedule assigned following the interview process.
Why Join Us:
Generous paid time off
Competitive medical, dental & vision coverage
401K with company match for US
Company-paid life insurance
Company-paid short-term and long-term disability
Access to mental health and wellness resources
Company-paid volunteer time to do good in your community
Legal coverage and other supplemental options
A value-based culture where growth opportunities are endless
More:
Snap values diversity and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Learn more by visiting our website at www.snapfinance.com.
California Residents, please review our California Consumer Privacy Act Notice at https://snapfinance.com/ccpa-notice
Other facts
About Snap Finance
Snap Finance harnesses the power of data to empower consumers of all credit types to get what they need. Launched in 2012, Snap’s technology utilizes more than a decade of data, machine learning, and nontraditional risk variables to create a proprietary platform that looks at each customer through a more holistic lens. Snap’s lease-to-own and credit solutions are changing the face and pace of consumer retail finance.
What you'll do
- The Care Resolution Specialist will serve as the key point of contact for internal customer service agents, providing guidance and training. They will handle escalated calls, identify departmental improvement opportunities, and maintain high standards in customer support.
Ready to join Snap Finance?
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