Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support
Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels
Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
Resolve unique situations and improve workflows to account for new or uncommon issues
Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
Communicate complex financial topics clearly and confidently over the phone

You have an interest in personal finance and a desire to see others succeed in managing their money.
Excellent verbal communication
You speak clearly, listen actively, and put members at ease over the phone.
Empathy & De-escalation
You stay calm under pressure and know how to turn a frustrated caller into a satisfied member.
Great Written Communication
Your writing is also strong for follow-up notes and cross-channel support.
Proactive Problem Solving
you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarily.
Workflow Management
You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channels.
Taking Initiative
You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
Prior phone-based customer service experience in a B2C tech or financial services company is a plus!

Operations Associate

Key skills