Operations Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming phone calls from members, providing clear, empathetic, and solution-oriented assistance.

• Design, uphold, and implement processes that deliver essential services to users across phone, chat, and email platforms.

• Prioritize various queues and oversee daily operations to ensure swift and efficient resolution of requests.

• Address unique situations and enhance workflows to accommodate new or unusual challenges.

• Foster a positive member experience by actively listening, de-escalating issues when necessary, and following up on outstanding matters.

• Articulate complex financial concepts clearly and confidently during phone conversations.

⛳️ Requirements

• A genuine interest in personal finance and a commitment to assisting others in effectively managing their finances.

• Exceptional verbal communication skills - You articulate clearly, actively listen, and create a comfortable atmosphere for members over the phone.

• Empathy & De-escalation - You remain composed under pressure and excel at transforming a frustrated caller into a satisfied member.

• Strong Written Communication - Your writing skills are also proficient for follow-up documentation and support across different channels.

• Proactive Problem Solving - You can detect potential issues and suggest solutions in real-time without unnecessarily placing members on hold.

• Workflow Management - You are adept at efficiently juggling multiple competing priorities, including managing call queues alongside other communication channels.

• Taking Initiative - You are eager to assist wherever needed, enjoy learning, and continually seek opportunities for improvement.

• Prior experience in phone-based customer service within a B2C tech or financial services environment is a plus!

🏝️ Benefits

• Health, Dental & Vision Plans

• Life Insurance

• Long/Short Term Disability

• Competitive Pay

• 401k Matching

• Team Member Stock Purchasing Program (TMSPP)

• Learning & Development Opportunities

• Tuition Reimbursement

• Unlimited PTO

• Daily Lunch, Snacks & Coffee (in-office only)

• Commuter benefits (in-office only)