Senior Analyst - Operations

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Duties and Responsibilities:

Guide customers through the rollover experience and answer their questions through chat, e-mails, and phone calls
Become an expert on 401ks, rollovers, and IRAs
Communicate with financial institutions and employers on behalf of customers to help with their transactions, where necessary
Contribute to our internal knowledge-based and external FAQs based on customer questions/comments
Synthesize customer feedback and share with other team-members

Skills and Qualifications

At least 1 year experience in an account handling US 401ks, rollovers, and IRAs, or KYC outreach (voice) experience, or any other experience as a financial CSR in a voice account
At least vocational degree or college degree
Experience working at a BPO is a plus
Experience working in the financial services industry is a major plus
Fluent in English with a neutral accent
Strong interest in helping people achieve their financial goals
Familiarity with customer service best practices and tools
Ability to work flexible hours if necessary to solve customers’ problems
Experience at a startup or similar fast-paced organization, a plus

See also