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Customer Success Financial Coach

3 months ago

Old Toronto Ontario, CA Parachute Full time

About Parachute

Predatory lenders are the only choice for over 8 million Canadians who have low credit scores. Thesehigh interest loans with hidden fees create a negative spiral that makes it almost impossible to achievefinancial stability. Canadians need a more sustainable solution.

Meet Parachute - the Financial Care company - enabling well-being through transformative lending and aiming to become the Noom of Financial Services. We're on a path to strong sustainable growth, built by a team with deep experience in financial services, behavioral science, and building start-ups.

We look for exceptional people with an entrepreneurial spirit who want to join an innovative and rapidlygrowing company that is focused on customer success, and that has an incredible social purpose at the core. People with a can-do team attitude, who are attheir best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job,we might be made for each other.

The ideal candidate will be collaborative, determined, inventive, smart, decisive, able to build strongrelationships across the company, identify issues and opportunities, create a vision, and translate that intoaction for our Customer Success team. They will embrace Parachute's audaciousness and can operate in a diverse and agile environment.

Qualifications

Required Qualifications: Certified Credit coaching/counselling accreditation (preferably AFCPE)

The ideal candidate will possess:

  • A passion for revolutionizing financial services, with a particular interest in financial wellness.
  • A passion for understanding, engaging, and assisting Parachute members, with the ability and willingness to engage constantly with customers.
  • A proactive mind-set and a self-starter.
  • A strong passion for the mission of financial wellness and literacy.
  • Smart thinker, innovator, & decision-maker who can inspire customer loyalty.
  • Excellent communication skills.
  • Experience in handling customer queries tactfully and diplomatically to ensure that they stay engaged in our program.
  • Extraordinary organizational and time management skills.
  • Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
  • Expert communication skills and the ability to hold C-level customer conversations that drive business outcomes.
  • Empathy, humility and listening skills.

Additional qualifications that would be considered an asset:

  • Experience with consumer lending.
  • Familiarity with CRM systems (Hubspot) and hands on execution.
  • Experience with Excel/PowerPoint/Word.
  • A background in Behavioral Science/Neuroscience would be an asset.
Responsibilities

Role Overview: Customer Success Financial Coach

As the Customer Success Financial Coach, you will play a pivotal role in ensuring the success of our customer's financial well-being. Reporting directly to the Customer Success Manager, your responsibilities will include:

  • Conduct comprehensive intake assessments and develop plans with new and existing customers who are experiencing financial crisis to help them succeed in their financial wellbeing.
  • Putting customer success above everything. 100% of the time. No exception.
  • Ensure excellence in customer success at every stage of the customer journey; evaluating and analyzing customer needs both in initial lead conversations and throughout the journey.
  • Proactively onboarding new customers.
  • Building/enhancing customer education and training.
  • Building trust and transparency with customers, developing highly engaged, healthy customer relationships.
  • Continually assessing our customers' financial healthto get them on track for financial wellness and keep them there.
  • Reporting on customer rewards, engagement metrics, financial health scores and KPIs
  • Working collaboratively with cross functional teams across all areas of Parachute; product, credit, marketing, IT & operations.
Additional Information

We are an Equal Opportunity Employer

At Parachute, we see diversity as a strength, striving to create an inclusive, accessible workplace where every individual feels valued, respected, and heard. Join us on our mission to redefine financial care and make a positive impact in millions of lives.

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