Operations Associate, Negotiations San Francisco, CA, Washington, D.C., New York City, NY, Remo[...]

Truebill; Mississippi; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a passionate Operations Associate to enhance user experience and optimize operations. In this role, you'll engage with users, support negotiations, and manage workflows to improve service quality. You'll collaborate with various teams to implement new processes and ensure compliance while analyzing performance metrics to drive efficiency. This position offers a chance to make a meaningful impact in the financial tech space, where your contributions will help users achieve their financial goals. Join a dynamic team that values initiative and communication, and enjoy a supportive work environment with great benefits.

Benefits

Life Insurance

Long/Short Term Disability

Competitive Pay

401k Matching

Team Member Stock Purchasing Program

Daily Lunch, Snacks & Coffee

Commuter benefits

Qualifications

• Interest in personal finance and helping others manage money.
• Proactive problem solver with strong communication skills.

Responsibilities

• Interact with users to answer questions and improve workflows.
• Coach teams and maintain documentation related to operations.

Skills

Communication Skills

Problem Solving

Workflow Management

Initiative

Customer Service

Tools

Intercom

Notion

Slack

Job description

San Francisco, CA, Washington, D.C., New York City, NY, Remote (USA)

Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

We’re looking for a curious and passionate Operations Associate to support and optimize our growing portfolio of products and marketing initiatives.

Please note: this role will be working M-F in Eastern Time Zones.

Responsibilities:

• Interact with users via Intercom & Email to answer questions regarding Negotiations, Outages, and/or other Revenue based service.
• Work with the negotiations team to suggest and improve workflows, back end infrastructure and processes.
• Coach our away teams and ensure they have resources needed to maintain efficiency and a high level of quality.
• Respond to chargebacks/disputes of payments made to Rocket Money, outside of the sphere of Operations (such as Premium, Pay Advances, etc.).
• Maintain and update documentation related to general Operations in Notion or Slack.
• Disseminate new processes to away team and ensure they are compliant with active procedures.
• Oversee specific queues (Flagged For Review, Call Control, Bills ready to negotiate, etc.) and provide feedback & coaching to team leaders based on their content.
• Review analytics daily and weekly to construct plans to further increase efficiency & development.
• Partner with the support team to craft new ideas to best support our users.

Qualifications:

• You have an interest in personal finance and a desire to see others succeed in managing their money.
• Great Communication -- Your writing is impressive and you love talking with people!
• Proactive Problem Solving -- you’re able to identify possible issues and potential resolutions.
• Workflow Management -- You know how to efficiently balance multiple competing priorities.
• Taking Initiative -- You’re willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
• Customer service experience in a B2C tech company is a plus!

Benefits:

• Life Insurance
• Long/Short Term Disability
• Competitive Pay
• 401k Matching
• Team Member Stock Purchasing Program (TMSPP)
• Daily Lunch, Snacks & Coffee (in-office only)
• Commuter benefits (in-office only)

Additional information: Salary range of $20 - $24/hour + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Rocket Money is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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