Senior Agent, Customer Care
Skills
- Regulatory complaint handling
- Legal inquiry processing
- Fraud investigation and resolution
- App store review management
- Ticketing tools proficiency (Zendesk)
- Familiarity with Google Suite, Slack, Jira
- Strong verbal and written communication
- Problem-solving under pressure
- Attention to detail
- Managing confidential information
Responsibilities
- Handle escalated regulatory complaints (CFPB, BBB) and partner bank complaints efficiently and professionally.
- Process legal requests and inquiries from law enforcement, attorneys, and government bodies ensuring compliance.
- Investigate and resolve complex fraud cases in collaboration with Risk and Compliance teams.
- Monitor and escalate app store reviews to internal teams, identifying trends for improvement.
- Partner with multiple internal departments to support customer experience and risk mitigation initiatives.
- Mentor and guide front-line customer service agents to maintain high service quality.
- Maintain thorough and audit-ready records of interactions and investigations.
- Identify process gaps and propose improvements to enhance workflows and reduce escalations.
- Develop and maintain in-depth SME knowledge of products and services.
- Contribute customer insights to product and service teams to enhance experiences.
Education
- Not explicitly specified, experience focused
Benefits
- Competitive pay
- 100% company-paid medical, dental, and vision insurance
- 401(k) plan with company equity
- Unlimited paid time off plus 13 company paid holidays
- Parental leave
- Flex Cares Program including non-profit match and pet adoption coverage
- Free Flex subscription
Average salary estimate
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