Customer Service Representative - Decline Calls

About the role

One Park Financial (OPF) is a fintech company that connects small businesses with flexible financing. The Customer Service Representative is the first point of contact for merchants whose funding applications have been declined. The role is script-guided and fully trained: you will explain why an application was declined, help merchants understand the reasons, and introduce OPF's growth tools so they can qualify in the future. No prior sales experience is required.

Key responsibilities

• Make outbound calls to merchants after application review to communicate decline decisions clearly and professionally
• Walk merchants through their Business Health Score and the factors affecting their application
• Identify the root causes of a decline and help reframe the path to funding
• Present OPF's digital presence and growth tools to improve the score and chances of approval
• Guide merchants through the conversation from decline to upsell close using the provided script and training
• Handle objections such as "I'm not interested" or "I already have customers" using trained rebuttals
• Complete Do Not Call and Do Not Email requests and log call outcomes and interactions
• Support the Merchant Success Supervisor with other customer experience tasks

Required profile

• Fluent bilingualism in English and Spanish, written and spoken
• Effective communicator able to deliver difficult news with empathy
• Comfortable working from a structured script and call flow
• Intermediate to advanced computer skills; proficiency in Microsoft Office
• Nice to have: customer service, collections or phone-based experience, and a Business Administration or related degree
• High energy, strong attention to detail, positive team-first attitude, and a genuine interest in helping small business owners

What we offer

• Full training on declining applications, the Business Health Score, objection handling and call flow
• Private medical insurance plan
• Law benefits
• Perfect attendance bonus
• Growth opportunities within the company