Customer Service Specialist (US - West Coast)

Position Description: We are seeking a professional and motivated Customer Service Specialist to join our growing team. In this role, you will deliver high-quality service via phone and email, providing effective, single-interaction issue resolution. You’ll develop deep expertise in our business processes and product offerings, becoming a trusted point of contact for both internal and external customers. A successful candidate will demonstrate professionalism, empathy, and the ability to thoughtfully de-escalate situations and rebuild customer trust when needed. You’ll also be responsible for following established internal processes to ensure consistent service quality and operational efficiency. Essential Duties and Responsibilities: - Provide prompt, courteous, and knowledgeable support by phone and email - Resolve customer issues in a single interaction whenever possible - Build a deep understanding of our products and business operations - Ensure high levels of customer satisfaction through professional service and rapid issue resolution - Develop positive relationships with internal teams and external customers - De-escalate challenging customer situations with professionalism and empathy - Maintain individual KPIs related to response time, resolution time, quality, and customer satisfaction - Adhere to internal processes to ensure consistent service and support standards - Accurately document all customer interactions and outcomes in internal systems - Influence the direction of iBusiness Funding customer service processes through observation and feedback in collaboration with the department manager Qualifications for Success: - 1-2 years customer service experience; financial industry experience a plus - Excellent problem-solving and critical-thinking abilities - Ability to remain calm and professional under pressure - Organized, detail-oriented, and able to multi-task - Ability to work productively independently and as part of a team - Excellent written and verbal communication skills in English. Spanish fluency is a plus - Comfortable learning new systems and adapting to change - Must be able to work between 8am - 5pm PST & committing 40 hours a week