Who We Are:

Braviant Holdings is a leading provider of analytics and technology-driven alternative financing solutions for consumers. We currently operate two brands: Balance Credit and Chorus Credit.

With an office in downtown Chicago, we are growing rapidly and looking for smart, passionate people to help us develop into a market leader in the fast-growing fintech space. Our industry is anticipated to grow up to 10x in the next 10 years. Come join us as we work together to streamline the borrowing process and transform how people access credit online.

The Role:

Our Operations Team is looking for a Call Center Operation Support Analyst for both Braviant Consumer products (Balance Credit and Chorus Credit). This is a high impact role at an early stage company primarily responsible for investigating and resolving customer escalations. The right candidate will be able to investigate and diagnose the root cause of an escalation and work with our legal and compliance teams to resolve it. This role includes contact with the customer or authorized third parties.

The Call Center Operation Support Analyst will report to the Head of Operations and be responsible for customer escalations and other ad hoc projects. 

Primary Responsibilities:

• Monitor escalation queue daily and determine next steps for each individual customer.
• Report on escalation trends to the Head of Operations and provide recommendations to alleviate customer friction.
• Performs critical tasks in accordance with current SOPs and make recommendations for process improvements

Required Skills:

• Extremely detail-oriented with high learning agility
• Strong customer service attitude with the ability to actively listen and de-escalate a situation
• Excellent written and oral communication
• Demonstration of good judgement

Differentiating Factors:

• Bachelor’s degree
• Experience in a call center, retail or a high volume work environment
• Knowledge of MS office products and/or Google Suite with basic Excel/Google Sheets experience

Target Service Level / Performance Expectations:

• Meet or exceed all individual and department goals
• Adhere to all company policies, procedures, and practices
• Ability to quickly implement feedback, coaching, and training as provided

Looking for perks?• 3% 401K employer contribution that is immediately vested• Health benefits? We’ve got you fully covered.• Flexible work schedule with results-based culture• Generous PTO• Annual professional development allowance • Fully stocked kitchen• Casual dress code• Team building events and happy hours• Significant career upside as our business grows