Role Description The expectations of this role are to respond to customer service inquiries to troubleshoot problems, provide requested information, and handle complaints regarding the organization's products or services. Essential duties and responsibilities include the following. Other duties may be assigned: - Handles incoming calls regarding customer account questions and performs callbacks on accounts as required. - Processes routine over the phone payments for customers. - Advises customers on available resources, including, but not limited to, use of online portal, IVR, or other methods. - Proficiently relay information to customers relating to interest, statements, and other account questions. - Recognizes delinquent, or potentially delinquent, accounts and directs calls to the proper areas for assistance. - Utilize company resources to achieve one-call resolutions. - Assists with other department administrative tasks that may include working reports, emails, and/or in office tasks. - Supports new hire training efforts by training and shadowing with employees, providing reports on progress to Management. - Other duties as assigned by management. Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively. Qualifications - Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience. - Strong computer skills including Word, Excel, Internet, email. - Professional phone presence and excellent verbal and written communication skills. - Strong persuasion and negotiation skills. - Able to handle stressful conversations with tact and diplomacy to yield the desired results. - Strong typing skills. - Strong attention to detail. - Two evening shifts per week, 12pm-9pm CST and 10am-7pm CST and one Saturday shift every 5 weeks. Benefits - Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts). - 401(k) with company match enrollment on day-one. - Paid, Sick and Volunteer Time Off. - Paid Parental Leave Options. - Employer Paid Life and Disability. - Wellbeing on Demand Program. - Flexible Work Environment with a casual dress code. *Employment status (full-time or part-time) may affect eligibility for certain benefits. Some benefits become available only after a specified period of employment. Please refer to our Benefits page for details. Company Description Foundation Finance Company (FFC), a Great Place to Work® certified company since 2017, is a fast-growing consumer finance company working with home improvement contractors across the U.S. to drive sales through flexible, customer-focused financing options.

• Handle customer service across channels including phone, email, chat, WhatsApp and all company media. • Conduct customer probing/surveys to help improve the chat bot by adding new automated responses. • Clarify customer questions, provide guidance, explain procedures and open support tickets when necessary to escalate cases. • When required, process invoice returns (NF) and issue new orders. • Make proactive outbound contacts for preventive actions, follow-ups or to explain procedures. • Generate new payment slips (boletos), issue duplicate invoices, and sign product exchange checklists for defective or damaged items to enable pickup by logistics or directly at the store. • Call other internal departments to clarify questions about procedures, products or logistics. • Provide support to physical stores by answering questions, opening tickets or signing product exchange checklists. • Respond to customer product inquiries via the Bazar Voice platform on the website. • Deliver differentiated, engaging interactions with customers on social media using emojis, links and other resources.

• Handle inbound end-customer delivery tickets with professionalism and urgency • Execute predefined exception workflows including ghost shipments, stalled/in-transit delays, delivered not received, and more • Communicate shipment status, next steps, and expectations clearly and consistently to customers • Escalate issues as required / needed • Log outcomes accurately to support tracking visibility and reporting

• Provide support on inquiries and complaints by phone, email, or chat • Answer incoming calls and emails concerning products, sales, service, corporate information, appointments, etc. • Maintain high level of customer support and customer satisfaction, keeping a customer relationship database • Strive for client retention and loyalty and aim for a positive response to the customer’s inquiry