[Hiring] Operations Associate @Rocket Money

Role Description

• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support.
• Develop, maintain and execute processes that provide key services to users across chat and email channels.
• Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently.
• Resolve unique situations and improve workflows to account for new or uncommon issues.
• Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues.
• Communicate complex financial topics clearly and confidently in writing across chat and email.

Qualifications

• Interest in personal finance and a desire to see others succeed in managing their money.
• Excellent written communication - clear writing, active listening through written cues, and ability to put members at ease across chat and email.
• Empathy & De-escalation - ability to stay calm under pressure and turn a frustrated member interaction into a positive experience.
• Great Cross-Channel Communication - strong writing for real-time chat, email follow-up, and internal notes.
• Proactive Problem Solving - ability to identify possible issues and potential resolutions in real time while supporting members through written channels.
• Workflow Management - efficient balancing of multiple competing priorities, including managing chat and email queues.
• Taking Initiative - willingness to jump in and help wherever needed, with a love for learning and constant improvement.
• Prior chat and/or email-based customer service experience in a B2C tech or financial services company is a plus!

Benefits

• Health, Dental & Vision Plans
• Life Insurance
• Long/Short Term Disability
• Competitive Pay
• 401k Matching
• Team Member Stock Purchasing Program (TMSPP)
• Learning & Development Opportunities
• Tuition Reimbursement
• Unlimited PTO
• Daily Lunch, Snacks & Coffee (in-office only)
• Commuter benefits (in-office only)