Financial Experience Advocate for Earnin
5 days ago
About Earnin
Earnin is a pioneer in earned wage access, passionate about delivering real-time financial flexibility to those who need it most. Our community relies on us to provide access to their earnings as they earn them, without fees, interest rates, or credit checks.
With over 13 million app downloads and $15 billion in earnings provided, we're growing fast and seeking talented individuals to help shape our future. Our leadership team is comprised of experienced professionals, backed by top investors like A16Z, Matrix Partners, DST, and Ribbit Capital.
About the Role
We're looking for an empathetic customer service associate to join our elite benchmark team. As a member experience associate, you'll be part of our in-house center of excellence, responsible for building the future of care at Earnin. Your primary focus will be on providing empowering experiences for our customers and driving end-to-end resolutions to their concerns.
Your Responsibilities
- Resolve customer problems and complaints, recommending solutions and guiding customers through product features and functionalities.
- Empathize with customers, focusing on the human aspect while solving problems.
- Respond to customer concerns in a timely manner, empowering them throughout the process.
- Monitor and investigate customer issues, identifying areas for improvement and opportunities.
- Document insights, procedures, and processes that work, sharing them with the team.
- Communicate new products and features to customers, ensuring they understand how to maximize their success with our services.
- Follow up with customers until problems are resolved.
What We're Looking For
To succeed in this role, you should have:
- 1+ years of experience working in a customer-facing role that impacts customer experience.
- Bachelor's degree or equivalent industry experience.
- Excellent written and verbal communication skills, with the ability to earn customer trust in 240 characters or less.
- Demonstrated ability to foster collaboration and facilitate teamwork.
- Solution-oriented thinking, with critical thinking, common sense, and proactive problem-solving skills.
- Ability to handle multiple work streams simultaneously in a dynamic environment.
- Hands-on approach and willingness to execute.
- Tech-savviness and proficiency with multiple tools and software.
Location and Salary
This is an in-office role, located in Palo Alto, CA. The estimated salary range for this full-time position is $65,000 - $80,000 + equity + benefits. At Earnin, we celebrate diversity and strive to create a culture of belonging, hiring a team that represents our community. We offer competitive salaries, benefits, and opportunities for growth and development.
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