CoBrand Customer Care Associate I

JOB TITLE: Cobrand Customer Support Associate I

LOCATION: Las Vegas, Nevada

HOURLY RATE: $18.00/Hour

WORK SCHEDULE: Morning and Night shifts available

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 25,000 service locations, including 1 in 2 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B. (https://www.cbinsights.com/research-unicorn-companies)

The Role:

As a Cobrand Support Associate at Sunbit, you will play a vital role in assisting cobrand credit card customers with the application process and all servicing needs.. This involves guiding customers through any challenges they may encounter during each application step, identifying and troubleshooting issues, and providing basic technical support for Android and iOS devices. You will also be responsible for taking payments, answering basic questions about the brands and the card value proposition, and ensuring a seamless customer experience. The associate will also actively participate in process improvement initiatives, offer feedback in roundtables, and identify significant issues and bugs to enhance the overall co-brand application experience.

Please Note: This position is in a Call Center, in office (non-remote) environment

What You’ll Be Doing:

• Call Center Environment: Effectively manage a high volume of inbound calls in a fast-paced call center environment.
• Expertise in Sunbit Products: Develop a deep understanding of Sunbit's products and services to provide comprehensive assistance to customers and retail partners.
• Technical Troubleshooting: Provide basic technical support for Android and iOS devices to assist customers with application-related challenges.  
• Process Improvement: Actively participate in process improvement initiatives, offering feedback and suggestions to enhance the customer experience.  
• Issue Identification: Identify and report significant issues and bugs encountered during the application process to improve the overall experience.  
• Customer Focus: Deliver exceptional customer service, ensuring that all interactions are handled promptly, professionally, and thoroughly.  
• Collaboration: Collaborate effectively with team members and other departments to address customer inquiries and resolve issues efficiently.  
• Managing Escalations: Manage escalated calls with courtesy and professionalism, utilizing your experience to find appropriate resolutions.
• Customer Support Assistance: Provide support to the Customer Care department as needed, assisting with overflow calls and general inquiries.  
• Payment Processing: Assist customers with processing payments, addressing any questions or concerns they may have about making payments on their accounts.
• Brand Knowledge: Develop a thorough understanding of the co-brands and their value propositions to effectively answer customer inquiries and provide accurate information.
• Additional Tasks: Ready to take on additional tasks as needed to ensure Sunbit's commitment to exceptional customer support.

What You Bring to the Table:

• Experience: Minimum of 1 year of experience in a Call Center or 2 years of Customer Service Experience (both B2B and B2C experience is a bonus).
• Advanced Computer Skills: Strong typing and computer skills, with the ability to navigate multiple systems efficiently.
• Multitasking: Proven ability to multitask effectively, ensuring that all customer interactions are managed efficiently.
• Attention to Detail: High level of attention to detail, ensuring accuracy in all customer interactions.
• Knowledge Growth: A commitment to continuous learning and a strong desire to expand your knowledge of Sunbit's products and services.

Perks Included: 

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Cultural Competencies for Success at Sunbit:

• Serve others before self- Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact- Ability to troubleshoot a variety of matters and holding yourself accountable. Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely- Build and maintain strong relationships with both customers and partners. Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast- Thrive in a fast-paced environment while maintaining a high level of support
• Include always- Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good- Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

Join Sunbit as a Cobrand Customer Support Associate and take your expertise to the next level in a dynamic, fast-paced, and rewarding environment. Help us continue to provide outstanding financial solutions to our customers and retail partners.