Operations Associate – Phone Support

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.

• Create, sustain, and implement processes that deliver essential services to users through phone, chat, and email platforms.

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

• Address unique challenges and enhance workflows to accommodate new or infrequent issues.

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

• Articulate complex financial subjects clearly and confidently over the phone.

⛳️ Requirements

• A strong interest in personal finance and a genuine desire to help others succeed in managing their money.

• Exceptional verbal communication skills - You articulate clearly, listen attentively, and make members feel comfortable over the phone.

• Empathy & De-escalation - You remain composed under pressure and can transform a frustrated caller into a satisfied member.

• Strong Written Communication - Your writing skills are excellent for follow-up notes and support across various channels.

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

• Workflow Management - You effectively balance multiple competing priorities, managing call queues alongside other channels.

• Taking Initiative - You are eager to help wherever needed, love to learn, and continuously seek improvement.

• Previous phone-based customer service experience in 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)