Escalations Specialist, Kikoff
$68.8k
+ Equity
3+ days a week in office
Personal finance and credit building platform
Be an early applicant
Personal finance and credit building platform
21-100 employees
Be an early applicant
$68.8k
+ Equity
3+ days a week in office
21-100 employees
Company mission
To provide refreshingly fair, effective, and simple pathways to meet your financial goals.
Role
Who you are
- 2+ years experience with customer support at a startup, fintech, or highly regulated industry—with a preference for backgrounds in banking, fraud management, escalations, or the U.S. credit industry
- Advanced customer support experience in a high-volume environment
- The ability to draft strong written communication without prompts, engage in high touch verbal communication, and deliver a top tier customer experience in spite of challenging circumstances
- A passion for solving puzzles and identifying the root cause of problems
- The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
- A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical
- Familiarity with fin-tech products such as Kikoff, Chime, Venmo, Cash-App, PayPal, Green-Dot bank, Zelle, etc. Candidates who use these products themselves tend to have a better context on the work they will be doing
- The ability to complete workload with minimal supervision and a strong desire to work for a fast-paced, high-growth organization
What the job involves
- As an Escalations Specialist on the Operations team, you have a unique opportunity to join our small, rapidly growing, and high exposure team
- You will help triage and resolve our members’ most sensitive issues
- We’ll rely on your skills for thorough investigation and de-escalation to effectively triage and resolve high impact issues
- You will be responsible for seeing escalations through from start to finish, with the goal of driving resolution for both internal and external inquiries
- You’ll be given the opportunity to appropriately document feedback and outreach, identify improvement opportunities, and engage with a variety of teams daily
- This is a highly visible role, where you will have the opportunity to work cross-functionally to tackle problems, supervise ongoing issues, and advocate for members who require ”white glove service” and attention
- You may be a good fit if you take pride in your ability to de-escalate even the trickiest of issues and enjoy advocating for those that need help
- Analyze escalated cases, draw accurate conclusions based on findings, and clearly summarize sophisticated results
- Respond to and handle advanced issues with the highest degree of professionalism
- Summarize case facts and decision summaries, providing succinct post-mortem summaries to a highly visible audience of cross-functional collaborators and business partners
- Work closely with a variety of team members– from our call center agents to our executive team– to identify root issues and drive alignment toward case resolution in an agile space
- Maintain up to date knowledge of services and procedures
- Triage and prioritize incoming requests with a high degree of autonomy
- Have the opportunity to directly impact the company and grow your career at Kikoff
Our take
Having a solid credit history is a fundamental building block for financial health and there is a large market of people looking to build or rebuild their credit scores. Many adults in the US have scores below 680 and some cannot be scored due to a lack of credit history. Roughly half of all American adults have subprime credit or no credit whatsoever, and it’s safe to say there is a demand for credit products tailored to beginners and builders.
Kikoff is a credit-building platform aimed at Millennials and GenZ. Their signature product helps consumers without a credit history to positively influence several key aspects of their credit score. This includes their payment history, how much they owe, and the length of their account history.
Kikoff's goal is to help customers across their entire financial journeys and create a simple and positive banking relationship: from stabilizing cash flows to accumulating savings, and building towards long-term goals such as a mortgage. The company plans to build out its technology and team, across all function areas, to bring new products to market in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2021
$30m
SERIES B
Jul 2020
$10m
SERIES A
Total funding: $42.5m
Company benefits
- Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance!
- Stock Options
- Generous unlimited vacation policy to help you recharge
- Regular team building events to help you get to know the Kikoff team and soo much more!
Company values
- Extreme ownership
- Clear communication
- A strong sense of craftsmanship
- The desire to create lasting work and work relationships
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Cynthia Chen
(CEO)An experienced Chief Revenue/Risk Officer, Cynthia has worked at OnDeck, LendingHome and Figure. Co-founded Figure in 2018, and Kikoff in 2019.
Christophe Chong
(CTO)Experience as a Software Engineer at Facebook from 2016-2019, and Head of Growth at Lime between 2018-2019. Co-founded Kikoff in 2019.
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