Operations Associate
New
R
Rocket MoneyFinancial Services
Remote (US)Full-TimeMiddle
Salary$22 - $24/hour + bonus + benefits
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Written communicationVerbal communicationCustomer support
Requirements
- Interest in personal finance and a desire to see others succeed in managing their money
- Excellent verbal communication skills
- Strong written communication skills for follow-up notes and cross-channel support
- Empathy and ability to de-escalate frustrated callers
- Proactive problem-solving skills to address issues in real time
- Effective workflow management to balance multiple competing priorities
- Initiative and a willingness to learn
- 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
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