Customer Experience Associate

Who we are : We are reimagining financial products as consumer products, like Spotify or Netflix or Dropbox, making money and tools / services to manage it, available for simple monthly subscription fee so you can stream, share, sync it across accounts, devices, funding instruments, friends or family . Our mission is to help our users demystify their finances, maximize their savings, participate in sustainable debt efforts and spend intelligently.

Responsibilities

• Answer customer queries in a positive and effective manner, via chat / e-mail and over the phone.
• Handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers.
• Serve our US customer base by providing product and finance service information and guiding them on the App or website.
• Perform both inbound service queries and outbound support for the collections process via phone.
• Own our customer experience journey across all inbound channels (intercom / email / phone) and social media platforms
• Be the voice of the customer in the leadership team working closely with product, marketing, and engineering teams to implement insights and product improvements to continuously improve customer experience.
• Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
• Adopt a data-driven approach to manage and iteratively improve customer experience
• Recruit, train, and build a world-class customer happiness team
• Establish metrics to measure team performance and coach team members to achieve / exceed performance parameters

Requirement :