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Job SummaryThe Customer Support Associate will provide best-in-class support to our customers. We are looking for customer-obsessed self-starters who are interested in joining a rapidly growing contact center. Be prepared to wear many hats and get your hands dirty. A typical day would consist of responding to customer support emails and inbound calls to educate customers and applicants on our products and help customers through their end-to-end journey with Bread.

Essential Job Functions:

• Field inbound customer calls and emails, resolving customer requests with expediency and quality
• Navigate customers through using the product, identifying and troubleshooting technical issues that surface
• Develop a thorough understanding of the product, and identify gaps to improve workflow and interdepartmental communication
• Adhere to evolving processes within a growing startup to maintain efficiency and achieve operational excellence
• Identify and track customer issues and complaints to ensure transparency and improve the customer experience

Reports to: Customer Support Supervisor or Senior Customer Support Supervisor

Direct Reports: None

Working Conditions/ Physical Requirements: Call center environment. Work from home office; Travel to care center site as needed (if applicable). Job requires sitting for the majority of the workday. Schedule flexibility to work 40 hours per week, including days, evenings, and weekends.

Minimum Qualifications:

• Degree Required: High school diploma or equivalent education
• Years of Work Experience Required: One or more years of call center support experience
• If the position is bilingual, must be able to pass the bilingual assessment.

Preferred Experience:

• Two or more years of call center experience
• Knowledge of e-commerce and payments landscape
• CRM experience (Zendesk or Salesforce Service Cloud)

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Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Typical Pay Range:$18.55 – $29.55

Full Pay Range for position:Washington: $19.45 – $34.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.  New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period).  Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (“PTO”) in each January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year (except associates in Alaska, California, Colorado, Montana and Nebraska who are paid for all unused PTO). Additionally, hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (“PSL+”) per calendar year, with a pro-rated grant in the associate’s first year of employment to the extent allowed by applicable law. If additional PSL+ is required in a particular jurisdiction, the company with comply with applicable law. Unused PSL+ does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL+, hourly associates in California receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.

Hired associates will be able to elect the purchase company stock during offering periods in June and December.