[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 its members. The Operations Associate role involves handling inbound calls, managing workflows, and ensuring a positive member experience through effective communication and problem-solving.
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
Skills
- 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
- You have an interest in personal finance and a desire to see others succeed in managing their money
- 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
- Prior phone-based customer service experience in a B2C tech or financial services company is a plus!
Benefits
- Health, Dental & Vision Plans
- Life Insurance
- Long/Short Term Disability
- Competitive Pay
- 401k Matching
- Team Member Stock Purchasing Program (TMSPP)
- [Learning & Development Opportunities](https://www.myrocketcareer.com/working-here/training-and-development/)
- Tuition Reimbursement
- Unlimited PTO
- Daily Lunch, Snacks & Coffee *(in-office only)*
- Commuter benefits *(in-office only)*
Company Overview