FHP Success Representative

Overview

Nav is democratizing small business financing. We give small business owners access and control. Since 2013, Nav has developed its own ideology and continues to push the company, the community, and the industry forward. Here, you’ll gain a wealth of experience, learn the tricks of the trade, and work with winners. We are Nav – a mission-driven team focused on delivering value without overthinking how we present ourselves.

In this role, you’ll experience a dynamic call center environment with best-in-class, nonstop member interactions. We are looking for new Navericks to bring their unique perspectives and willingness to go above and beyond for small business owners.

• The shift is Monday through Friday 9:00 AM - 5:30 PM (MST) with weekends and holidays off. Lunch is typically 12:30 PM – 1:00 PM, with two dedicated breaks.
• This role is located in our Draper, UT location.

• Providing exceptional customer service to small business owners, primarily over the phone, as well as via email (average 45-55 interactions per day).
• Advising and assisting customers in making informed decisions regarding their account.
• Simplifying complex processes and financial concepts to help small business owners grasp them.
• Identifying and communicating trends from customer feedback, and making recommendations to improve our service.
• Leveraging your metrics to continue to grow and improve your performance.
• Escalating issues to leadership and partnering with key stakeholders as required to resolve issues.

• A passion for providing excellent service to customers via phone, chat, and email, with strong active listening.
• A proven ability to direct customers efficiently to the proper resolution for their issue.
• Expertise at multitasking and moving between computer programs while maintaining a seamless conversation.
• Consistent and reliable attendance with a drive to improve performance.
• Experience providing feedback on escalation trends, opportunities, challenges, productivity, and process improvement.
• Eagerness to learn Nav policies, procedures, and systems with team support.
• Basic computer operating skills and intermediate skills in Microsoft Office (Outlook, Word, Excel).

• Mission-driven and passionate about making an impact in others’ lives.
• Motivated, a self-starter who thrives in fast-paced environments.
• Active listener who empathizes and seeks to understand customer needs.
• Excited by change that drives continuous improvement in meeting customer needs.
• High-energy multitasker with strong organizational skills.

At Nav, we celebrate what makes our employees unique. Navericks are diverse and original, including immigrants, veterans, and allies. We are committed to a safe, supportive environment where everyone matters and can express their identities authentically. We want you to be proud to be you.

Our compensation philosophy is simple and powerful: trustworthy relationships are built on transparency. Pay should not be a distraction, and equal pay for equal work is the baseline. Nav offers company ownership, competitive pay, and meaningful benefits to inspire our team to give their best.

• We see opportunities where others see problems and strive toward ambitious goals.
• We practice straight talk and listen with empathy, valuing diverse opinions.
• We hold ourselves accountable for delivering results and support each other rather than assigning fault.
• We empower our teams by coaching and enabling growth while driving accountability.