Operations Associate

Rocket Money

1d•$22 - $24•Onsite

About The Position

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. 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

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.

Nice To Haves

Prior phone-based customer service experience in a B2C tech or financial services company is a plus!

Responsibilities

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