Customer Advocacy Specialist

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

• Deliver an outstanding customer experience every day.
• Review, respond to, and investigate complaints submitted directly by customers.
• Solve customer issues efficiently, effectively, and empathetically - crafting custom written responses instead of relying on templates.
• Communicate with customers primarily via email, and by phone when appropriate.
• Categorize and record all complaints with meticulous attention to detail.
• Engage with cross-functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to resolve recurring issues.
• Continuously improve resources and tools to educate customers and streamline service.
• Identify areas of opportunity to improve processes, procedures, or tools and lead related project workstreams.
• Grow expertise in financial services and become a subject matter expert in emerging products, consumer finance policies, servicing processes, and regulatory requirements.

• Bachelor’s degree and at least 1 year of experience in operations, customer support, social media management, communications, or a related field.
• Exceptional communication and writing skills, with strong attention to detail, grammar, tone, and brand voice.
• Creativity and an eagerness to think outside the box - both in solving complex complaints and improving processes.
• Resilience, with the ability to recover quickly from challenging interactions and navigate complexity and uncertainty.
• Strong customer empathy and a focus on delivering high service levels.
• Proactive mindset, constantly looking for opportunities to improve how we work.
• Collaborative team player who values sensitivity and cooperation with others.

Work flexibility
We give you the opportunity to adjust your work to your lifestyle. We offer flexible hours as well as the possibility of remote or hybrid work, depending on the role and your preferences.

Basic benefits package
We care about the health and well-being of our employees - we provide private medical care, a MultiSport card, and life insurance.

Development on your terms
We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, we also give you access to unique tools and the support of certified practitioners, so you can better understand your potential and strengthen your talents.

Integration and shared experiences
We regularly enjoy new experiences together and build relationships in an inspiring atmosphere. From cooking sessions, through yoga weekends in nature, to the thrill of escape rooms.