Operations Associate

Who you are

• You have an interest in personal finance and a desire to see others succeed in managing their money
• Excellent written communication - You write clearly, listen actively through written cues, and put members at ease across chat and email
• Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated member interaction into a positive experience
• Great Cross-Channel Communication - Your writing is strong for real-time chat, email follow-up, and internal notes
• Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time while supporting members through written channels
• Workflow Management - You know how to efficiently balance multiple competing priorities, including managing chat and email queues
• 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 chat and/or email-based customer service experience in a B2C tech or financial services company is a plus!

What the job involves

• Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey
• Please note: The schedule for this role is Monday - Friday (8am-4:30pm ET)
• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support
• Develop, maintain and execute processes that provide key services to users across 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 in writing across chat and email

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