Shared Services Specialist
Are you excited by the thought of helping entrepreneurs across the country realize their dreams of building their own company? We have a bold vision of increasing the number of people who succeed in small business. To date, our team has put $5B of funding to use, helping launch over 20,000 businesses and creating nearly 100,000 jobs to the economy. We’re doing this by delivering innovative funding solutions and building the latest technology to help entrepreneurs across the country start and grow their small businesses. Our purpose goes beyond supporting entrepreneurs – we want our employees to feel as empowered as our entrepreneurs to make an impact on our clients and their careers.
Values
Adaptability: Change isn’t scary. You embrace opportunities to adapt and bring others along.
Connection: Connection is important. You lift others up because when they grow you grow.
Excellence: You thrive outside of your comfort zone. You jump at the chance to make things better and have insatiable curiosity.
The Role
Guidant Financial is looking for a Remote Shared Services Specialist. The Shared Services Specialist is a customer-centric problem solver supporting small business owners who utilize multiple services offered by Guidant Financial. They can think on their feet, enjoy learning new things daily, and can leverage their cross-departmental collaboration skills to develop and retain clients. They are always looking to improve our Net Promoter Score (NPS) through de-escalation and being a point of contact for their clients to rely on to resolve complex issues. The Shared Services Specialist can identify instances when additional services and products could assist our clients in running and maintaining their small businesses and can sell those products accordingly. This role operates comfortably understanding that they can know a little bit about a lot of things, but not be an expert.
What You'll Be Doing
- Successfully achieve department SLAs for live calls, voicemail, email communication, and NPS scores.
- Work in a collaborative team setting to move production and issues across the finish line.
- Research topics leveraging internal and external resources while showcasing a strong desire to learn independently.
- Stabilize and de-escalate clients through confidence, tone, and a desire to resolve complex issues.
- Adapt to changing environments, regulations, and system resources.
- Focus on client progression and retention while maximizing opportunities to increase sales.
Additional Functions
- Share knowledge and explain complex topics simply.
- Contribute towards process improvement, department, and team projects.
- Perform other duties as required
Requirements
- Must be 18 years of age
- Associate or bachelor’s degree in a related field (business, finance, etc.) preferred, or equivalent experience.
- 5+ years of customer service experience, preferably under high pressure situations.
- High working knowledge of 401(K) plan structure, ROBS, and IRS/DOL Regulations.
- Excellent verbal and written communication skills.
- Comfortable taking video and phone calls with clients.
- Proven record of owning a book of business with a strategic mind-set and impeccable time management skills highly desired.
- Comfortable working in grey areas while developing and streamlining processes.
- Skilled in customer service, organization, collaboration, and problem solving.
- Proficient in knowing how to speak up, ask questions, and be seen.
- Propensity to adapt easily to process and organizational changes.
- Skilled at working with escalated clients while maintaining professional demeanor.
- Ability to work in an autonomous environment where you can be a self-directed, independent worker.
- Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and be seen.
Other Requirements
- Must pass a background check
- Must meet work from home requirements to qualify
For this position there are minimum work from home requirements that must be met in order to perform the essential functions in a remote work from home (WFH) environment. These include 1) a space to work out of (i.e., home office) and 2) High speed internet.
Benefits
- Our People are Key to Success: Work with a team of smart, creative, fun and highly motivated people
- When You Grow, We Grow: Continue to learn with ongoing training, career pathing, and supportive leaders. For the last three years, Guidant has promoted more than 20% of our organization into new and exciting roles!
- Wellness: Top benefits and perks including comprehensive health coverage (with free premium option), competitive salary, and paid parental leave and a generous 401k match. Be able to disconnect with Paid Time Off of 3 weeks and 11 Paid Holidays.
- Flexible Work Arrangements: Work from the enjoyment of your home office. We work with entrepreneurs every day; we want you to have autonomy within your work structure with company provided equipment.
- Awesome Culture: Be part of Guidant’s award-winning culture and have the experience to connect through coffee with senior leaders or hit a home run being part of our company sporting events.
- Empowering Equity and Inclusion: Be part of an inclusive work environment that gives employees a voice to speak up, be heard, and supported.
This is a fully and permanently remote work from home opportunity with a growing and stable company available in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA
The wage for this position is $24.04 – $26.45/hr or $50,000 – $55,000 annually
*Please submit only one application per job title. We are posting this job announcement across multiple locations in a remote work environment*
The wage for this position is $24.04 – $26.45/hr or $50,000 – $55,000 annually
*Please submit only one application per job title. We are posting this job announcement across multiple locations in a remote work environment*
