Customer Experience Associate
3 days ago
Earnin is a pioneering fintech company that empowers individuals with real-time financial flexibility. Our mission is to deliver innovative products that cater to the unique needs of those living paycheck to paycheck. With over 13 million app downloads and $15 billion in earnings accessed, we're committed to shaping the future of financial services.
The RoleWe're seeking an empathetic and customer-obsessed individual to join our elite benchmark team as a Member Experience Associate. This role is instrumental in building the future of care at Earnin, focusing on delivering world-class customer experiences through effective operations and actionable insights.
Key Responsibilities- Resolve customer problems and complaints, recommending solutions and guiding customers through product features and functionalities.
- Empower customers through empathetic service, ensuring they leave interactions with a positive experience.
- Monitor, investigate, and research customer issues, identifying areas for improvement and opportunities.
- Document insights, procedures, and processes, sharing with the team to drive continuous improvement.
- Identify customer needs, helping them use specific features, understand products, and maximize success with Earnin's services.
- Communicate new products and features to customers, ensuring seamless onboarding.
- Follow up with customers until problems or issues are resolved.
- 1+ years of experience in a customer experience-related role, with a direct impact on customer satisfaction.
- Bachelor's degree or equivalent industry experience.
- Excellent written and verbal communication skills, with the ability to motivate and influence others.
- Demonstrated ability to foster collaboration, facilitate teamwork, and drive solution-oriented problem-solving.
- Ability to effectively identify, prioritize, and handle multiple work streams in a dynamic environment.
- Hands-on approach, with a willingness to execute and get hands dirty.
- Tech-savviness and proficiency in multiple tools and software.
Earnin is an equal opportunity employer, committed to diversity and inclusion. We celebrate our diverse community and strive to create a culture of belonging. Our team represents a wide range of backgrounds, experiences, and perspectives, and we're dedicated to building a financial system that works for everyday people.
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