Operations Associate – Phone Support

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🔥 13 hours ago

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Rocket Money (formerly Truebill)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Rocket Money is a comprehensive personal finance management app designed to help users save more, spend less, and take control of their financial lives. The app offers features such as subscription management, spending insights, bill negotiation, net worth tracking, budgeting, and credit score monitoring. With its automated services, Rocket Money aims to simplify money management by finding and tracking subscriptions, helping to negotiate lower bills, and automating savings processes. Users can link all of their financial accounts in one place to get a full financial picture and set financial goals. The app also provides access to financial experts who can assist with personal finance queries.

📋 Description

• 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

🎯 Requirements

• 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!

🏖️ 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)