Customer Service Representative (Loans)

ABOUT OUR COMPANY:

The crushing weight of debt is something that we believe holds people back from reaching their dreams and making a splash in the world. So in 2013, after seeing our friends and family struggle with student loans, we created Splash Financial. 

Over the years, our mission has expanded to include helping people with other forms of debt - such as refinancing credit cards, which are at all time highs in the US. And we’ve been able to refinance $6+ Billion in loans through our network of Splash, powered credit union and bank partners who leverage our marketplace and automated loan processing technology. And we’ve raised over $135 million from investors like partners of DST Global, Citi Ventures, TruStage Ventures, Northwestern Mutual Future Ventures, Detroit Venture Partners, and more.

But at our core, we’re still that little company from Cleveland with a big dream: to make people more powerful than their debt and we’re just getting started..

ABOUT OUR WORKPLACE:

Splash is remote-first, and proud of it. 

We spend our days simplifying financial products and getting them into the hands of people who need them most. Right now, we’re focused on building financial technologies that fundamentally transform how the industry lends.

Although Splash has been around since 2013, we still operate like a startup — fast-paced, nimble, and full of heart. We’re good people who care deeply about doing meaningful work and we approach challenges with creativity, passion, and urgency.

And to hire the best, we provide the best: great health insurance, competitive salaries, and unique benefits like quarterly meet-ups and access to engagement tools that keep us connected — even from afar.

At Splash, everything we do is guided by our values:

Own It – We take full accountability and follow through on commitments.

Raise the Bar – We move fast, innovate faster, and push through barriers.

Say the Hard Thing – We speak up with honesty, respect, and a desire to solve problems and make things better.

Elevate Each Other – We win as a team by lifting each other up.

These values show up in how we work and how we connect — whether we’re collaborating on big projects or bonding over everyday moments. Yes, we even have Slack channels for #kids-and-pets and #food because we believe being human makes us better teammates.

ABOUT THE ROLE:

Splash Financial is seeking an experienced Loan Consultant for our 11:00am - 8:00pm EST AND 12:00pm - 9:00pm EST shifts. In this role, you'll handle inbound queries from potential customers via phone, email, and/or chat. Additionally, you'll reach out to customers who have initiated an application, guiding them through the process and addressing their questions. 

Your mission will be to deliver a world-class customer experience. This role will collaborate with internal stakeholders to ensure consumer insights are shared, will focus on achieving first contact resolution while maintaining high customer satisfaction scores and meeting other department metrics.

WHAT YOU’LL DO AT SPLASH:

• Provide a world class customer experience to anyone who visits the site or reaches out for support.
• Proactively respond to inbound customer inquiries via phone, email and web chat. Assist with select outbound campaigns as needed.
• Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines.
• Document customer interactions and feedback accurately in the company’s CRM system to ensure comprehensive records and facilitate continuous improvement.
• Share insights with management regarding enhancements/adjustments to improve overall company products, operations and policies.
• Ensure timely follow-up and resolution of customer issues and concerns, striving for complete satisfaction.
• Continuously stay updated on industry trends and product knowledge to better serve customers and contribute to ongoing improvement efforts.

WHAT YOU’LL BRING TO SPLASH:

• Prior banking and/or lending experience.
• Associate or Bachelor’s degree preferred.
• Experience with Salesforce or other CRM system / tech savvy.
• Microsoft office and/or Google Suite proficient.
• Ability to multi-task and manage changing priorities.
• Strong communication skills: Excellent verbal and written communication abilities to effectively interact with customers and team members.
• Problem-solving mindset: Proven ability to analyze issues and develop practical solutions in a fast-paced environment.
• Attention to detail: Ke