Credit Block Processor / Customer Success Backup

This is a remote position.

We are looking for an experienced Credit Block Processor who will be responsible for
supporting our day-to-day Credit Block operations, including unblock and lockdown
processes, client communication, and related administrative tasks.

This position will also serve as a backup for Customer Success when the primary
Customer Success team member is unavailable, such as during scheduled leave,
holidays, or other absences. During these periods, the employee will be expected to
confidently manage client communications, reporting, CRM documentation, and
coordination with internal teams.

The ideal candidate has strong customer service experience, excellent English
communication skills, high attention to detail, and the ability to work independently
during US business hours.

Primary Responsibilities – Credit Block
● Perform Unblock and Lockdown processes and other related Credit Block tasks.
● Handle outbound calls related to unblocks, lockdowns, and other Credit Block
matters.
● Manage customer inquiries in a timely and professional manner via phone and
email.
● Provide accurate updates to clients and referral sources through phone or written
communication.
● Perform general administrative tasks related to Credit Block operations.
● Maintain accurate records and documentation.
● Complete ad hoc projects and other related tasks as needed.

Customer Success Backup Responsibilities
When providing coverage for Customer Success, responsibilities will include:
● Client Ownership & Relationship Management
● Maintain proactive communication with clients rather than relying solely on
reactive responses.
● Conduct client calls confidently and professionally.
● Respond to client concerns and requests in a timely manner.
● Escalate complex issues with clear documentation, relevant context, and proposed
solutions.

Operational Excellence & Accuracy
● Generate credit reports, data broker reports, and other ad hoc reports
accurately.
● Maintain 95%+ CRM accuracy and documentation integrity.
● Verify information internally before communicating it externally to clients.
● Meet established response and resolution SLA standards.
● Maintain accurate and complete records of client interactions and updates.
Cross-Functional Coordination
● Serve as a liaison between Clients, Sales, Operations, and Finance when
necessary.
● Communicate client expectations and concerns clearly across departments.
● Follow up with appropriate internal teams to help ensure client requests and issues
are addressed.

Requirements

Skills & Experience Required
● Expert or near-native English fluency, both written and verbal.
● Strong professional and client-facing communication skills.
● At least 3 years of Customer Service experience, preferably within the financial
services industry.
● Ability to confidently communicate with clients through phone, email, and other
business communication channels.
● Strong attention to detail and accuracy.
● Ability to maintain professional tone, grammar, and communication standards.
● Strong organizational and documentation skills.
● Ability to manage multiple responsibilities and prioritize time-sensitive requests.
● Ability to work independently during US business hours.
● Proficiency in Microsoft Office Suite and Google Workspace.
● Experience working with CRM systems is preferred.
● Ability to collaborate effectively across multiple departments.

Minimum Requirements
Internet
● Must be at least 25 Mbps (Both Main and Backup Internet)
PC/Laptop

Processor:
● Core i5 minimum, i7 preferred
● Ryzen 5 Quad Core Minimum, Ryzen 7 preferred
● Memory: 16 GB minimum (32 GB preferred)
● Storage Capacity: 256 GB minimum
● Solid State Drives are much faster, more reliable, and recommended over Hard Disk
Drives.

Operating System:
● Microsoft Windows 10
● Macintosh macOS 10.14.1 or newer
● Webcam
● USB headset or headphones with microphone and noise cancellation

Benefits

• WFH