Member Experience Associate, Earnin
$65-75k
+ Equity
5 days a week in office (Mountain View, CA)
Paycheck advance service for employees
Be an early applicant
Paycheck advance service for employees
201-500 employees
Be an early applicant
$65-75k
+ Equity
5 days a week in office (Mountain View, CA)
201-500 employees
Company mission
Earnin’s mission is to build a financial system that works for people.
Role
Who you are
- 1+ years of experience working in a role that had a direct impact on customer experience and/or customer experience-related operations
- Bachelor's or equivalent industry experience
- Empathetic customer service associate focused on the human
- Great communicator and storyteller who can motivate, influence, and advise others
- Demonstrated ability to foster collaboration and facilitate teamwork
- Demonstrated ability to be solution oriented using critical thinking, common sense, and proactive problem solving skills
- Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment
- Hands-on and willing to get hands dirty on execution
- Tech-savvy and multiple tool and software power users
What the job involves
- This job will be a great fit for an individual who is an empathetic customer-obsessed individual who loves to solve problems
- As a Fintech company where customer care is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our 24x7 operations
- The member experience associate is a role in our org that will be part of an elite benchmark team
- The focus of the team is to become an in-house center of excellence capability that will be responsible for building the future of care at EarnIn
- We are looking for advocates who will provide empowering experiences for our customers and drive end-to-end resolutions to our customers while helping us build the processes and procedures behind our service
- Member advocates should maintain a high level of professionalism and empathy driving high-value customer experience interactions
- Ultimately, you will help establish the future of EarnIn’s customer care service by owning the resolution of customer concerns and reporting to the correct teams to eliminate future issues
- You will work closely with a team of product managers, product specialists, engineers, and Tier 3 associates
- Daily responsibilities will include resolving customer problems and complaints, recommending solutions, and guiding customers through product features and functionalities
- Empathetic customer service that is focused on the human as well as solving the problem
- Resolve customer questions, concerns, and product issues by engaging the customer resolving using critical thinking
- Respond to customer concerns on time and empower them during and after your service— the customer should leave much much better after the interaction with you
- Monitor, investigate, research, and be proactive about solving problems, and customer issues and identifying areas for improvement and opportunity
- Document insights, procedures, and processes that work and share with the team
- Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
- Communicate new products and features to customers
- Make sure to follow up with customers until problems or issues are resolved
Our take
Paying bills is an inevitable part of life, but paying them late or dipping into overdrafts can result in fees. This is the reality for millions of workers who have to wait for their pay checks to arrive – and the problem that companies like EarnIn are trying to solve. By allowing hourly workers access to their pay as it is earned rather than on a fixed date, it hopes to provide all Americans with the ability to deal with immediate costs without going into arrears.
Unlike competitors in this growing space such as Dave, Earnin charges no mandatory fees, instead gaining revenue through a voluntary tipping system. It also requires no credit checks to access its services, which puts it ahead of the growing number of digital banking solutions. This approach has garnered it a strong user base of over 300,000 business customers which offer Earnin as an employee benefit. Around 70 million paycheck advances were taken through the platform in 2022 alone, totalling $5 billion. Since then, this number has grown to an overall earnings access value of $15 billion.
Earnin is growing despite current difficulties in the wider tech landscape and is continuing to hire in all departments. It will continue to improve upon its offering and expand its network of businesses, aiming to give every employee in America control of the money they've earned.
Freddie
Company Specialist at Welcome to the Jungle
Insights
42% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2018
$125m
SERIES C
Sep 2017
$39m
SERIES B
Total funding: $190.1m
Company benefits
- 401k
- FSA
- Mental health resources
- Employee Resource Groups
- Stipend for growth opportunities
- Pet friendly office
- Work from home opportunities
- Health insurance
Company values
- Ownership
- Speed
- Impact
- Outstanding people
- Curious truth-seeking
- Multi-level thinking
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Leadership
Ram Palaniappan
(CEO)Was Senior Operations Manager at Reflect.com, a P&G company. Served as President of UniRush from 2004 to 2012.
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