NetCredit Application Support Representative

About the role

Enova is actively seeking motivated individuals to fill the Application Support Representative position, which serves as a critical interface between our brand and prospective customers. In this role, you will manage a high volume of inbound calls with the primary objective of converting leads into successful loan applications. You will guide customers through each step of the application process, ensuring clarity and confidence in their decisions. The position requires an initial intensive 3-week training program to master the specific nuances of your assigned brand. Following training, you will be responsible for proactively following up with customers to remove barriers to application completion. Your expertise will be vital in explaining product features and benefits to drive conversions and satisfaction. Ultimately, you will own the end-to-end phone interaction for application support, directly impacting the success of our lending operations.

Key facts

What you'll do

• Field incoming customer calls and provide expert navigation of the loan application workflow.
• Execute proactive outreach to customers who require follow-up to complete their loan applications.
• Translate complex product details into clear benefits to maximize customer satisfaction and conversion rates.
• Maintain precise and current customer account records to ensure data integrity and compliance.
• Utilize advanced verbal and written communication to deliver exceptional service experiences.
• Adapt swiftly to fluctuating call volumes and demonstrate superior multi-tasking under pressure.
• Leverage new technology platforms effectively within a fully remote work structure.
• Exhibit ownership of the customer journey from initial inquiry to successful application outcome.
• Monitor call quality and adjust techniques to align with brand standards and performance goals.
• Collaborate with internal teams to resolve escalated issues and improve the overall customer experience.
• Identify patterns in customer objections and refine responses to enhance application completion.
• Represent Enova brands professionally to build trust and credibility with every interaction.
• Provide feedback from customer interactions to influence product and process improvements.
• Achieve individual performance metrics while supporting team and departmental objectives.

Requirements

• Must be eligible to work in the United States without the need for sponsorship at this time.
• Must reside within 100 miles of either Chicago, IL, or South Jordan, UT.
• Must commit to a structured 3-week training program prior to handling live customer calls.
• Must possess prior call center experience or a proven background in fast-paced customer service.
• Must demonstrate exceptional communication and active listening skills with professionalism and empathy.
• Must thrive in high-volume environments by showing exceptional adaptability and multi-tasking abilities.
• Must be comfortable utilizing new technology and excelling in a remote work setting.
• Must maintain strict adherence to brand guidelines and quality standards in every interaction.
• Must be able to manage sensitive customer information with confidentiality and integrity.
• Must have reliable internet connectivity and a suitable environment for remote work.

Practical notes

Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.

• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day...Plus so much more!

Legal disclaimer

This role is entirely remote; however, candidates must reside within 100 miles of either Chicago, IL, or South Jordan, UT. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.