Escalations Research Associate

About Bluevine
Bluevine is transforming small business banking with innovative solutions like checking, lending, and credit—all tailored to help entrepreneurs thrive. With best-in-class technology, advanced security, and a deep understanding of the small business community, we're empowering entrepreneurs to grow with confidence.

Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, we've been supporting SMBs since 2013, serving over 750,000 customers nationwide and growing a dynamic global team of 500 people. Our mission? To fuel small businesses with the financial tools they need to succeed.

At Bluevine, you'll be part of a collaborative, fast-paced team that's reshaping the future of banking. Ready to make an impact?

About The Role
Our Escalations Research team members are passionate about breaking down barriers and fueling our customer's success by thinking outside the box, taking ownership of customer inquiries or issues, and partnering with various teams to provide the best outcome to our Small Business Owners. You act as the subject matter expert for all Bluevine's products and are responsible for the day-to-day intake and research of escalations, complex issue resolution, provide peer support, and are relentless in improving the customer experience. In this role, you will work closely with your leadership, peers, and various key stakeholders across the organization to quickly and efficiently resolve our customer's escalated contacts, raise concerns or trends, and look to prevent further escalations from occurring by identifying coaching opportunities and by making recommendations for product enhancements. You will have the chance to analyze contact center trends and collaborate with key stakeholders to recommend solutions to improve the customer experience resulting in better outcomes.

What You'll Do

• Investigate and resolve escalated customer concerns that originate through multiple contact channels (phone, email, chat and social media) as well as external channels including regulatory bodies such as FRB, CFPB, BBB.
• You are the quintessential subject matter expert for the Bluevine support teams, supporting all LOBs, and sharing this knowledge through peer-to-peer support via internal questions, escalations, and cases
• You deliver excellent customer service by taking ownership of the escalation from start to finish, partnering with appropriate internal teams, driving optimal outcomes for our customers, and following up with customers
• Handle all escalation cases with a sense of urgency and ensure all service-level agreements are adhered to
• Collaborate with customers, business partners, and leadership to resolve customer concerns in addition to recommending product/process improvements to mitigate future concerns
• Meet regularly with key stakeholders and business partners to report on trends, resolve customer concerns, and ensure department goals are met
• Work independently while balancing multiple projects with varying priority levels
• Meet regularly with your leader and team to report on trends, resolve customer concerns, and ensure department goals are met
• Coordinate various projects and initiatives as assigned by the leadership team
• Anticipate potential customer concerns or problems and partner with managers and stakeholders on a solution

What We Look For

• 3+ years of Customer Support experience including customer-facing experience or 1+ year of sustained performance at bluevine meeting or exceeding established KPIs
• Candidates must be 18 years or older and adhere to all job requirements
• High school diploma or GED required
• Strong written and verbal communication skills
• Adherence to a specific work schedule, as defined by management - shifts assignments are between 8AM-8PM ET Monday-Friday
• Adherence to our hybrid policy - In-office 2 days a week and at-home 3 days a week
• Distraction free work from home environment that has reliable internet access -100 mbps

New Hire Hourly Pay:
$25 / hour
Benefits & Perks
(US Based ONLY)

• Excellent health coverage and life insurance benefits
• 401K with an immediate 3% company match
• PTO, Company Holidays, and Flexible Holidays
• Company-sponsored Mental Health Benefits, including 1:1 therapy
• Over $1,000 annually for a wellness benefit of your choice
• Monthly WFH stipend
• Generous, paid parental leave covering up to 20 weeks of leave for birthing parents and up to 12 weeks of leave for all other parents
• Access to financial coaches and education sessions
• Weekly catered lunches and fully stocked kitchen pantries
• Community-based volunteering opportunities