Operations Support Associate, Gemini

• We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn
• The operations specialist should be comfortable communicating with people throughout the organization, able to solve problems and improvise as needed, and adept at estimating and managing time for a variety of tasks
• The ideal candidate is a natural coordinator who has a strong sense of big-picture objectives and a sharp eye for detail
• They are excited for a unique opportunity to make a real impact in an exciting and growing company
• 1-2 years in a Customer Support capacity or equivalent
• Confident verbal communication and polished written communication
• Excellent attention to detail and strong problem solving skills with a high accuracy and work quality
• Proven organizational skills, including time management
• Data-driven mindset, analytical acumen, and experience with data tools (SQL, Looker, Tableau, or similar)
• Experience and comfort with solving complex problems from end-to-end
• Comfortable with providing on-call support coverage for customer issues outside of business hours

Desirable

• Assist the operations manager in developing, planning, and coordinating workflows to support Gemini Credit Card operations
• Assist with customer interactions, account servicing and related functions
• Perform daily, weekly and monthly recurring tasks to support flawless execution of financial and operational workflows
• Identify and assess customers’ needs to achieve resolution
• Triage tickets to the appropriate internal departments and work with them to resolve the issue
• Work with interdisciplinary teams (i.e. Engineering, Compliance, Credit Risk), escalating issues and collaborating with appropriate parties to establish protocol on new processes
• Use customer interaction data to help create process enhancements and efficiencies, and manage related projects to completion
• Ability to re-prioritize and balance multiple projects frequently in response to changing business demands and regulatory requirements
• Support incident commanders during investigation and triaging of incidents
• Pre-investigation of customer issues, incidents, compliance issues to inform and engage the right stakeholders
• Cross-collaborative analytical support