Operations Associate
New
R
Rocket MoneyFinancial Services
Remote (Pacific Time Zone), Pacific Time Zone, Tuesday - Saturday (9am-5:30pm PT)Full-TimeEntry
SalarySalary range of $20 - $22/hour + bonus + benefits
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Job Details
- Required Skills
- Customer serviceWritten communication
Requirements
- Interest in personal finance and helping others succeed in money management.
- Excellent written communication skills with ability to write clearly and listen through written cues.
- Strong empathy and de-escalation skills to handle frustrated member interactions.
- Proficiency in cross-channel communication for chat, email follow-up, and internal documentation.
- Proactive problem-solving abilities to identify issues and resolutions in real-time.
- Strong workflow management skills to balance multiple competing priorities.
- Willingness to take initiative and continuously learn.
- Prior chat or email-based customer service experience in a B2C tech or financial services company is a plus.
Responsibilities
- Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support.
- Develop, maintain and execute processes that provide key services to users across 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 in writing across chat and email.
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