Member Support Representative - Chat Location: San Francisco, CA (Headquarters) Category: Operations Req ID: R0001371 Description Member Support Chat Associate San Francisco, CA Who are we? At LendingClub, our mission is to empower those who strive to achieve financial success. As the trailblazer in peer-to-peer lending, we've evolved into America's largest online marketplace that allows customers to apply for personal loans, auto refinancing, business loans, and elective medical procedures. Through our marketplace, we've given investors access to solid returns, low volatility, and monthly cash flow. Headquartered in San Francisco, we operate fully online without any branch locations, which allows us to keep operating costs low and focus more resources on our customers. We are transforming the banking system into a frictionless, transparent, and highly efficient digital experience, and we're here for our customers. The Role Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are beginning their career, inspired by our vision, and embody our values. By joining the Member Support Chat Team, youll have the opportunity to empower those who strive to achieve financial success. In this role, youll provide best-in-class customer service through three simple principles: Build a Relationship, Make It Easy, and Think Ahead You 6+ months years of customer service experience, preferably in a call center environment. Experience with Live-Chat, written channel or automated customer service platforms a plus. Think ahead and provide solutions that anticipate future needs Simplify complex processes and make it easy for customers to grasp; with the ability to manage and de-escalate difficult and complicated problems Are passionate about building relationships and improving customer experiences Adapt to new situations by thinking on your feet Strive to implement feedback and dedicate time to your professional development Genuinely curious about people and business, while inspiring passion in others Can be flexible with your schedule availability and can work early mornings or Saturday rotations, if asked Are able to comprehend & respond to all customer queries (through Chat) with Immediate resolution (Real Time) to ensure customer satisfaction Show a high attention to detail Excel within a data/metrics driven organization Demonstrate the ability to recognize tone and mood of customer through written communication Show a strong customer centric approach to situations to deliver superior service Demonstrate proven abilities in personalizing a conversation and showing empathy in your communication Are adept at navigating between 2-3 conversations at the same time and type between 40-50 words per minute You will Provide extraordinary service to customers in a fast-paced contact center environment Listen and seek to understand the customers true request to create thoughtful solutions Help us build upon our foundation of Lending Care and uphold the reputation of best-in-class service Continue to learn the business and take ownership of your role and responsibilities Bonus points College degree Customer support experience in a high-volume environment Experience in banking and finance Experience with reviewing financial documents Familiar with CRM platforms Why you should join A great place to build your career We want you to learn and grow with us. Onboarding programs, on-the-job training, career-development sessions, and performance check-ins keep you on a path toward the next level. Last year, 57% of our new Operations managers were promotions from within the company. We celebrate individuality Individual perspectives and experiences make us and our business betterthere is no typical LendingClub employee. We encourage everyone to voice their opinions, while retaining the humility to listen and accept other viewpoints. Employee resource groupslike our womens, veterans, Latinx, and LGBTQ groupsoffer more ways to feel connected and supported within our LendingClub community. You are worth it We want every employee to feel valued. One way we do that is through our generous compensation and benefits package, which includes Competitive salary, bonus, and equity opportunities for all employees Generous paid time off for hourly team members 100% paid healthcare benefits for individual employees 401(k) match up to 4% or $5,000 per year Wellness program with cash incentives and more! Are you a returning applicant? Previous Applicants: Email: Password: If you do not remember your password click here . Back to Search Results New Search