[Hiring] Wallet Support Associate @Real

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Location: Remote - US. Candidates MUST be based in the United States to be considered.

Job Summary:

We are seeking a Wallet Support Associate to join our Operations team at Real.  The Wallet Support Associate acts as a vital liaison between agents and various specialty departments, fostering collaboration and ensuring seamless communication. This role involves addressing agent inquiries and facilitating problem resolution with our wallet product offering. The Wallet Support Associate is dedicated to enhancing the agent experience, streamlining workflows, and promoting effective teamwork across departments to achieve organizational goals.

Duties/Responsibilities:

• Answer questions about our wallet product offering that are submitted to the support team by Real Estate Agents

• Ensure adherence to all regulatory guidelines in resolving customer issues and processing requests.

• Collaborate with compliance and risk teams to alert regarding potential regulatory risks related to customer service operations.

• Work collectively with our Agent Experience Support Team to timely answer all other tickets and emails that are received by real estate agents and help the agents achieve positive business outcomes via software and services offered by Real

• Conduct remote (Zoom/Google Meet) product and program training and meetings with agents as needed

• Work proactively to identify agent needs and work with team and manager to develop solutions to continuously improve the agent's experience when interacting with our wallet product

Required Skills/Abilities: 

• Real passion for serving agents trying to grow their businesses

• Strong written and verbal communication and presentation skills; extraordinary listening skills

• Strong problem solving and analytical skills; quickly formulates solutions that deliver real business value

• A keen eye for detail

• Multi-tasking down to a science; handling multiple accounts and assignments simultaneously

• Interest in new software and cutting edge programs in the larger real estate landscape

Education and Experience:

• B.A. or B.S. degree preferred

• 2+ years of previous experience in fintech customer service required pertaining to banking as a card service

• General understanding:

  • KYC and KYB process and procedures

  • Debit card processing including authorizations, clearing, settlement, disputes, chargebacks, complaints, etc.

• Bilingual plus with Spanish preferred

• Experience with customer service systems such as Zendesk preferred

• Experience with Google Suite preferred

• Technically savvy with an ability to learn new technologies and concepts quickly is a must 

Must Have: Ability to truly encompass our Company Core Values        

• Work Hard. Be Kind   

• “We” are bigger than “me”   

• Tech x Humanity

Physical Requirements: 

• Sit for long periods of time

• Lift a minimum of 20 pounds

REAL is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.