[Remote] Operations Associate

Note: The job is a remote job and is open to candidates in USA. Rocket Money is dedicated to improving the financial prosperity of millions by providing valuable services to help manage finances. The Operations Associate role involves delivering empathetic support to members, managing multiple communication channels, and ensuring a positive member experience.ResponsibilitiesHandle inbound phone calls with members, delivering clear, empathetic, and solutions-focused supportDevelop, maintain and execute processes that provide key services to users across phone, chat, and email channelsPrioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficientlyResolve unique situations and improve workflows to account for new or uncommon issuesEnsure a positive member experience by actively listening, de-escalating when needed, and following up on open issuesCommunicate complex financial topics clearly and confidently over the phoneSkillsHandle inbound phone calls with members, delivering clear, empathetic, and solutions-focused supportDevelop, maintain and execute processes that provide key services to users across phone, chat, and email channelsPrioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficientlyResolve unique situations and improve workflows to account for new or uncommon issuesEnsure a positive member experience by actively listening, de-escalating when needed, and following up on open issuesCommunicate complex financial topics clearly and confidently over the phoneYou have an interest in personal finance and a desire to see others succeed in managing their moneyExcellent verbal communication - You speak clearly, listen actively, and put members at ease over the phoneEmpathy & De-escalation - You stay calm under pressure and know how to turn a frustrated caller into a satisfied memberGreat Written Communication - Your writing is also strong for follow-up notes and cross-channel supportProactive Problem Solving - you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarilyWorkflow Management - You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channelsTaking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improvePrior phone-based customer service experience in a B2C tech or financial services company is a plusBenefitsHealth, Dental & Vision PlansLife InsuranceLong/Short Term DisabilityCompetitive Pay401k MatchingTeam Member Stock Purchasing Program (TMSPP)[Learning & Development Opportunities](https://www.myrocketcareer.com/working-here/training-and-development/)Tuition ReimbursementUnlimited PTODaily Lunch, Snacks & Coffee *(in-office only)*Commuter benefits *(in-office only)*Company OverviewRocket Money is the easiest way to find subscriptions, manage bills, and even cancel recurring charges with a single click. It is a sub-organization of Rocket Companies. It was founded in 2015, and is headquartered in Silver Spring, Maryland, USA, with a workforce of 201-500 employees. Its website is https://www.rocketmoney.com/.