Customer Experience Associate (Unlicensed)

YOU will be the voice for users and will use exceptional empathy and product knowledge to ensure users feel understood and valued. You will help customers navigate financial topics and platform features through chat, email and phone channels. You will learn from each interaction to improve the user experience.

Responsibilities

• Provide an exceptional experience for customers through chat email and phone channels
• Identify and communicate opportunities to improve how we serve users based on real time feedback and interaction trends
• Develop deep proficiency in our products and a range of financial concepts
• Resolve customer inquiries with independent thought and judgment in a fast paced environment

Requirements

• A passion for supporting customers through various channels and the ability to quickly defuse anxiety through exceptional service skills
• Excellent written and verbal communication skills with the ability to explain complex topics clearly
• Willingness to adapt to customer experience delivery through both phone and written channels
• Comfortable with a fast paced evolving landscape and eager to embrace skill development through coaching and feedback
• Ability to exercise independent thought prioritize tasks in a multi task environment and adapt to new challenges
• Experience in customer support is preferred and a Bachelor’s degree or prior experience in financial services is a plus
• Ability to work the required shift for a 24/7 model

Benefits

• Challenging high impact work to grow your career
• Performance driven compensation with multipliers for outsized impact bonus programs equity ownership and 401(k) matching
• Best in class benefits including 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet a flexible benefits spending account for wellness learning and more
• Employer paid life and disability insurance fertility benefits and mental health benefits
• Time off to recharge including holidays paid time off sick time parental leave and more
• Exceptional office experience with catered meals events and comfortable workspaces