Customer Service Representative (temp) (Iselin)

What You'll Do:•Deliver exceptional app and platform support to customers via phone, email, and live chat•Troubleshoot and resolve customer-reported issues related to the iCreditWorks mobile app, web portal, and POS financing platform•Guide customers through account setup, loan applications, payment processing, and self-service features•Accurately log, categorize, and escalate technical bugs or platform issues to internal product and engineering teams using CRM and ticketing tools•Identify and communicate patterns in app-related support tickets to the product team to drive platform improvements•Navigate and toggle between multiple software systems simultaneously during live customer interactions•Respond to account inquiries including payment processing, ACH/debit transactions, payment due date changes, and personal information updates•Collaborate cross-functionally with product, compliance, and operations teams to resolve complex or escalated cases•Provide written business correspondence for disputes, service requests, and account-related matters•Onboard and train new CSRs on platform workflows, support tools, and service standards•Stay current on new product features, app updates, and financing offeringsQualifications:•5+ years of customer service experience in a fintech, SaaS, or financial services environment — prior experience in a SaaS, fintech, or app-based support role is strongly preferred over a traditional call center background•1+ years of hands-on experience working in Zendesk, Salesforce, or a comparable ticketing/CRM platform — required•Experience supporting customers through a mobile app or web-based software product — required•Demonstrated ability to learn and navigate new software platforms quickly•Solid understanding of payment processing, including ACH and debit card transactions•Knowledge of installment loans, consumer financing, or financial services products a strong plus•Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users•Strong problem-solving skills with a customer-first mindset•Proficiency in Microsoft Office and comfort navigating multiple digital tools simultaneously•Multilingual — Spanish fluency strongly preferred•4-year college degree from an accredited institution preferred