iCreditWorks, one of the fastest-growing FinTech platforms in the United States, offers innovative “Point-of-Sale” (POS) lending and digital payment technologies, including the first-in-market native mobile App that reinvents B2B/B2B2C lending. We seek a dynamic, self-driven Customer Service Representative (CSR) to join our Client Services team. This role reports directly to the Head of Transaction Processing.

In this role, the CSR will manage a variety of customer interactions across multiple channels—phone, email, and live chat—while delivering a consistently high level of service. This position requires the ability to resolve complex inquiries, de-escalate concerns with professionalism, and maintain a positive, solution-oriented approach in a fast-paced environment.

Responsibilities:

• Deliver exceptional customer service across all communication channels.
• Handle inbound and outbound calls with professionalism and efficiency.
• Respond to inquiries via email and live chat, and document interactions using iCreditWorks’ CRM system.
• Manage customer requests including payment processing, updating account information, initiating payment date changes, and reviewing documentation.
• Investigate and resolve complex service issues in collaboration with internal departments.
• Provide timely, business-appropriate written correspondence when required.
• Support new product rollouts by participating in training and staying up-to-date on offerings.
• Share insights and suggestions to improve customer experience and internal processes.
• Mentor and assist in the onboarding of new CSRs as needed.
• Maintain accurate records of customer interactions and follow-through on commitments.
• Cover shift of approximately 8 AM to 5 PM M-F with occasional 12 PM to 9 PM M-F (although rare) or Saturday 9 AM to 2 PM (rare as well)

Qualifications:

• 5+ years of customer service experience in a high-volume, goal-oriented environment preferred.
• Bachelor’s degree from an accredited institution strongly preferred.
• Bilingual (Spanish/English) highly preferred.
• Strong communication skills—verbal and written—with a professional and courteous tone.
• Proven ability to de-escalate challenging situations and resolve issues with empathy and efficiency.
• Proficiency with Microsoft Office and familiarity with CRM systems (Salesforce or similar).
• Understanding of payment processing, including Debit Card and ACH transactions.
• Prior experience in financial services or consumer installment lending a plus.
• Flexible availability, including shifts between 8 AM and 9 PM ET, and occasional Saturdays.
• Strong organizational skills, attention to detail, and a proactive problem-solving mindset.

Equal Opportunity Employer
iCreditWorks is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, pregnancy status, veteran status, or disability status.

Compensation
Competitive compensation based on experience and includes health, dental, and vision insurance plus 401k plan.

Why Join Us?

At iCreditWorks, you’ll be part of a growing, innovative team with the opportunity to make a real impact. If you’re passionate about delivering outstanding service and thrive in a fast-paced environment, we’d love to hear from you.