Operations Associate, Rocket Money

Phone Support

Salary not provided

$22 - $24/hour + Bonus

Entry and Junior level

Remote from US

More information about location

Financial management & spending analysis app

Open for applications

Financial management & spending analysis app

201-500 employees

FintechB2CLifestylePersonal financeFinancial ServicesSaaS

Open for applications

Salary not provided

$22 - $24/hour + Bonus

Entry and Junior level

Remote from US

More information about location

201-500 employees

FintechB2CLifestylePersonal financeFinancial ServicesSaaS

Company mission

To improve the financial prosperity of millions of people.

Job

Company

Role

Who you are

You have an interest in personal finance and a desire to see others succeed in managing their money
Excellent verbal communication - You speak clearly, listen actively, and put members at ease over the phone
Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated caller into a satisfied member
Great Written Communication - Your writing is also strong for follow-up notes and cross-channel support
Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarily
Workflow Management - You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channels
Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve
Prior phone-based customer service experience in a B2C tech or financial services company is a plus!

What the job involves

Please note: The schedule for this role is Monday - Friday (9am-5:30pm Pacific Time Zone)
Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support
Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels
Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
Resolve unique situations and improve workflows to account for new or uncommon issues
Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
Communicate complex financial topics clearly and confidently over the phone

Our take

Managing finances has become increasingly difficult in the last couple of decades, despite access to online banking and other financial apps. The mass of subscriptions, standing orders and utility bills the average American is subject to ultimately makes it difficult to assess and manage their finances within one place.

Rocket Money provides a mobile application that includes a variety of tools to simplify financial management. This includes spending analytics and budgeting plans, as well as its popular subscription tracker feature, which makes it easy to visualise subscriptions and cancel any unwanted ones.

Nowadays, there seems to be an app for just about every form of financial management, but Rocket Money has unified everything into a single app. It continues to launch new features, expanding from financial management into more direct financial tools such as utility bill comparison services, autopilot saving and paycheck advance loans.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

17% employee growth in 12 months

Glassdoor (3.9)

Trustpilot (3.3)

Company

Funding (last 2 of 6 rounds)

Jun 2021

$45m

SERIES D

Nov 2020

$17m

SERIES C

Total funding: $84.1m

Company benefits

Health, Dental & Vision Plans
Life Insurance
Long/Short Term Disability
Unlimited PTO
Parental Leave
401k Matching
Team Member Stock Purchasing Program
Learning & Development Opportunities
Tuition Reimbursement

Company HQ

Downtown Silver Spring, Silver Spring, MD

Leadership

Haroon Mokhtarzada

(CEO & Founder)

They worked as CEO of Webs for 10 years, while studying at Harvard Law School, before working as VP at Vistaprint. They left this role in 2016 having co-founded Truebill (which later became Rocket Money) in November 2015.

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