Introduction to Best Egg
Best Egg is a leading financial confidence platform that provides flexible solutions to real-life challenges for people with limited savings. We leverage real-time customer insights and data science to connect more people with the right products for their financial needs. Our offers include a growing suite of products such as personal loans, a credit card, and flexible rent, which are complemented by a suite of financial health tools to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.
Our Culture and Values
Our culture and values inspire our employees and customers to embrace Best Egg. We are committed to championing a culture of inclusiveness and diversity of thought, and we focus on providing a safe, flexible, and collaborative work environment. Our employees are encouraged to engage in creative problem solving, and we promote opportunities for growth and enrichment across the organization. If you are inspired by inspiring others, Best Egg is the place for you.
Job Overview
We are seeking an experienced Customer Resolutions Unit and Brand Media Specialist to join our team. As a Lead Operations Associate, you will be tasked with helping to provide and improve the customer experience via enforcing policies & procedures, demonstrating a “continuous improvement” approach, and evaluating customer feedback and service delivery failures to develop improvements. The role requires excellent interpersonal and problem-solving skills, to ensure empathetic customer engagement and to help deliver impactful solutions.
Key Responsibilities
- Provide timely and accurate responses to customer complaints (all levels and channels)
- Resolve escalated customer issues, via multiple channels, related to their product (such as Funding Failures, Web access issues, Direct Pay, Card Mobile app, Gift Cards, etc.)
- Support Customers and Colleagues across multiple products and across the entire Customer life cycle
- Gather, analyze, and report relevant data from customer inquiries; respond via related channel
- Leverage all internal tools, including Clarabridge, Medallia, and Zendesk to improve customer experience for Digital Customers
- Regularly review Digital responses & Partner with Brand ID and CX Insights teams to increase proactive approach to customer engagement
Requirements
To be successful in this role, you will need:
- A college degree preferred
- 3+ years of Operations experience
- 2+ years of phones experience in an escalated customer-facing role
- Prior regulatory and non-regulatory complaint resolution experience preferred
- Experience identifying/tagging compliance regulations
- Ability to communicate general and complex ideas internally and externally properly and effectively
- Excellent customer experience track record
- Demonstrated ability to multi-task and prioritize workloads
- Ability to troubleshoot problems and derive meaningful solutions
- Strong analytical skills, reporting experience is a plus
- Proficiency in navigating computer applications including word and excel
- Superior attention to detail & high emphasis on quality
Leadership and Culture
We are looking for someone who is:
- Comfortable interacting and engaging with colleagues of all levels and across all business units and/or third party development firms
- Demonstrated leadership skills including self-direction, coaching, and mentoring, and managing peer to peer relationships
- Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively
- Passionate about providing a best-in-class experience for our customers
- Ability to succeed within a cross-functional team emphasizing the Customer Experience in a fast-paced environment
- Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary
- Ability to work effectively independently and as a team member
- Excellent written and verbal communication skills
Career Growth Opportunities and Learning Benefits
At Best Egg, we are committed to providing our employees with opportunities for growth and enrichment. As a Customer Resolutions Unit and Brand Media Specialist, you will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You will be able to work with a talented team of professionals who are passionate about providing a best-in-class experience for our customers.
Work Environment and Company Culture Highlights
Our company culture is built on the principles of inclusiveness, diversity of thought, and a commitment to providing a safe, flexible, and collaborative work environment. We believe in empowering our employees to take ownership of their work and to make decisions that align with our company values. We also believe in recognizing and rewarding our employees for their hard work and contributions to the company.
Compensation, Perks, and Benefits
We offer a competitive salary of $25 - $29 an hour, as well as a range of benefits, including:
- Pre-tax and post-tax retirement savings plans with a competitive company matching program
- Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
- Multiple health care plans to choose from, including dental and vision options
- Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
- Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
- Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this position. As a Customer Resolutions Unit and Brand Media Specialist, you will have the opportunity to make a real difference in the lives of our customers and to contribute to the success of our company. Don’t hesitate to apply – we can’t wait to hear from you!
Apply Now