Job details
Job type full-time
Full job description
We’re looking for talented professionals, anywhere in the united states, to join us in bringing smart money management and payment solutions to everyone’s fingertips.
At green dot, we are evolving to a new and permanent “work from anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.
“i want the best and brightest people we can find to join our team to help us be successful, and you can live anywhere you wantWhat covid did was force a mind shift; we see how productive we are working from anywhere and how much our employees love itIt’s more important to be productive than be busyIf you force people to come to an office every day, then everybody’s going to try to be busy,” dan henry, president & ceo(quoted in cnbc)
<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>
Job description
We’re looking for talented professionals, anywhere in the united states, to join us in bringing smart money management and payment solutions to everyone’s fingertips.
At green dot, we are evolving to a new and permanent “work from anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.
We are recruiting for multiple roles with start times between the hours of 8:00 am and 12:00 pm est (m-f).
Job summary
You will be responsible for building and maintaining strong relationships with both internal and external customers, through various contact channels and methods to resolve consumer complaintsThis role is focused on understanding the needs of consumer(s) and providing quick, convenient, and accurate resolution to complaint(s), issues and inquiriesThis position serves as an expert and advocate for our brands, representing the company positively and professionally, to ensure strong customer relationships and continued loyaltyAt green dot, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Job responsibilities
Perform moderate risk analysis of account and transaction data involving regulation e and regulation z claims in an effort to balance customer experience and risk for the bank.
Ensure that regulatory timeframes as well as internal service level agreements [sla] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, etc.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
Analyze and utilize all bank records, systems, and the case management system to facilitate a comprehensive review of all disputed transactions.
Assist customers and employees through inbound calls, chats, emails and text messaging.
Identify and assess customer needs to resolve inquires effectively.
Build personal connections and relationships to promote customer retention and maintain customer loyalty.
Exhibit and utilize critical thinking, multitasking, active listening and problem-solving skills to provide positive and creative options for customer resolutions.
Ensure and maintain the safety, security, and privacy of customer information.
Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
Quickly and effectively apply coaching, feedback and training to improve individual performance and customer experience.
Meet and exceed goals and standards of key performance indicators.
Follow and promote all company policies, guidelines, procedures and expectations.
Demonstrate regular and reliable attendance, maintaining punctuality of scheduled tasks.
Demonstrate flexibility as needed to meet business needs (i.eOvertime, adjusted lunches and/or breaks).
Complete additional tasks as requested to support business needs.
Provide ongoing feedback on process and compliance standards.
Perform other duties as needed.
Job requirements
Bachelor’s degree preferred
Bilingual skills (written/verbal) spanish/english.
5 years of customer service experience
Ability to handle and resolve conflict positively and in a calm, professional manner.
6 months financial background with dispute analyst/investigation background preferred
3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus
Knowledgeable in bank and deposit compliance regulations (e.gRegulation e and udaap) preferred
Understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the us banking system preferred.
Ability to speak and type fluently in english.
Ability to work both independently and in a team environment.
Demonstrate good follow-up and follow-through techniques.
Ability to explain a complex process in an easy-to-understand manner.
Must be able to exercise discretion and independent judgment with minimal supervision
Exceptional written skills with the ability to communicate with all levels of executive management.
Excellent organizational skills.
Intermediate level of knowledge/expertise with pc hardware and software (word, excel, access and powerpoint).
Demonstrated ability to work well in a high paced work environment.
Committed to providing objective and unbiased analysis of work production.
Ability to efficiently learn and navigate new systems and processes.
Must achieve and maintain escalated call certification.
Position type
Regular
<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>
Green dot promotes diversity and provides equal opportunity for all applicants and employeesWe are dedicated to building a company that represents a variety of backgrounds, perspectives, and skillsWe believe that the more inclusive we are, the better our work (and work environment) will be for everyoneAdditionally, green dot provides reasonable accommodations for candidates on request and respects applicants` privacy rights.
