Key Facts

Remote From:

Category: Customer Service Representative (B2B)

Full time

English

Hard Skills

Data Capture Escalation Procedures De-escalation Techniques Statistical Reporting Customer Success Management Policy Enforcement Knowledge Management Root Cause Analysis Queue Management Issue Management +4 more

Other Skills

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Decision Making
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Accountability
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Microsoft Excel
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Microsoft PowerPoint
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Negotiation
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Team Performance Management
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Microsoft Word
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Microsoft Outlook
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Communication
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Adaptability
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Teamwork
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Patience
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Empathy
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Problem Solving

Roles & Responsibilities

High school diploma or equivalent
Minimum 2 years of customer service and/or contact center experience
Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
Proficiency in MS Outlook, Word, PowerPoint and Excel

Requirements:

Managing all customer escalations and complaints to professional standards and within Green Dot terms and policies
Handling inbound calls and outbound callbacks to maintain queues and meet service levels
Demonstrating negotiation, problem-solving and conflict-resolution skills and escalating when needed
Advocating for the voice of the customer and proactively addressing root causes to reduce recurring issues

Green Dot Corporation

Financial Services

About Green Dot Corporation

Green Dot is a financial technology and registered bank holding company committed to delivering trusted, best-in-class money management and payment solutions to customers and partners, seamlessly connecting people to their money. Green Dot’s proprietary technology enables it to build products and features that address the most pressing financial challenges of consumers and businesses, transforming the way they manage and move money and making financial empowerment more accessible for all. Green Dot offers a broad set of financial services to consumers and businesses including debit, checking, credit, prepaid, and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Its flagship digital banking platform GO2bank offers consumers simple and accessible mobile banking designed to help improve financial health over time. The company’s banking platform services business enables a growing list of the world’s largest and most trusted consumer and technology brands to deploy customized, seamless, value-driven money management solutions for their customers. Founded in 1999, Green Dot has served more than 33 million customers directly and many millions more through its partners. The Green Dot Network of more than 90,000 retail distribution locations nationwide, more than all remaining bank branches in the U.S. combined, enables it to operate primarily as a “branchless bank.” Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC . For more information about Green Dot’s products and services, please visit www.greendot.com. +++ The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Green Dot Corporation, NMLS ID #914924 at 1100 North Eutaw Street, Suite 611; Baltimore, MD 21201, phone 888-784-0136. NMLS Consumer Access: https://nmlsconsumeraccess.org/

Company type: Large

Industry: Financial Services

Founded: 2018

Company size: 1001 - 5000

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Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

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JOB DESCRIPTION

Location Requirement

This role will need to work in the Blue Ash, OH office and will not be a remote role.

The schedule for this role will be Monday-Friday 10:30 am-7:00 pm EST.

Hourly Rate $20.00/hour

Job Summary

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In Green Dot Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

You might be the right match for this role if:

You can demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner. You have the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.

Key Responsibilities

Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
Receiving inbound contacts calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
Demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Advocating as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.

Required Qualifications

High school diploma or equivalent
Minimum 2 years of customer service and/or contact center experience
Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
Proficiency in MS Outlook, Word, PowerPoint and Excel skills

Preferred Qualifications

Bachelor's degree
Experience with financial products/technology
Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**

POSITION TYPE

Regular

PAY RANGE

The targeted full-time base salary for this position is $33,000 to $49,500 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

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We’re Here to Support You—Accommodations Upon Request

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.