Member Experience Associate

Summary

The job is for a Member Experience Associate at EarnIn, a fintech company that provides earned wage access. The role involves customer service, problem-solving, and working in a 24x7 operations setting. The position requires empathy, excellent communication skills, and the ability to handle multiple work streams simultaneously.

Requirements

• 1+ years of experience working in a role that had a direct impact on customer experience and/or customer experience-related operations
• Bachelor's degree or equivalent industry experience

Responsibilities

• Resolving customer problems and complaints, recommending solutions, and guiding customers through product features and functionalities
• Empathetic customer service that is focused on the human as well as solving the problem
• Respond to customer concerns on time and empower them during and after your service— the customer should leave much better after the interaction with you
• Monitor, investigate, research, and be proactive about solving problems, and customer issues and identifying areas for improvement and opportunity
• Document insights, procedures, and processes that work and share with the team
• Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
• Communicate new products and features to customers
• Make sure to follow up with customers until problems or issues are resolved

Preferred Qualifications

• Demonstrated ability to foster collaboration and facilitate teamwork
• Demonstrated ability to be solution oriented using critical thinking, common sense, and proactive problem solving skills
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment

Benefits

Base salary range: $65,000 - $80,000 + equity + benefits