Operations Support Associate, Credit Card

Job Description

• 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

Qualifications

• 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

Benefits

• Competitive starting salary • A discretionary annual bonus • Long-term incentive in the form of a new hire equity grant • Comprehensive health plans • 401K with company matching • Paid Parental Leave • Flexible time off