Experienced Customer Resolutions Unit/Brand Media Specialist – Remote Opportunity

**Location:** Remote / Flexible **Type:** Full Time, Hourly Non-Exempt **Workplace:** Remote **Category:** Customer Response Team **About careerzynith** careerzynith is a leading financial confidence platform that provides flexible solutions to real-life challenges for people with limited savings. We leverage real-time customer insights and data science to connect more people with the right products for their financial needs. Our offers include a growing suite of products such as personal loans, a credit card, and flexible rent, which are complemented by a suite of financial health tools to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them. **Our Culture and Values** careerzynith is committed to championing a culture of inclusiveness and diversity of thought, and we focus on providing a safe, flexible, and collaborative work environment. Our employees are encouraged to engage in creative problem-solving, and we promote opportunities for growth and enrichment across the organization. If you are inspired by inspiring others, careerzynith is the place for you. **Diversity and Equal Opportunity** careerzynith promotes diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we will grow. **Job Description** careerzynith is seeking an experienced Customer Resolutions Unit/Brand Media Specialist to join our team. As a key member of our Customer Response Team, you will be responsible for providing and improving the customer experience via enforcing policies & procedures, demonstrating a continuous improvement approach, and evaluating customer feedback and service delivery failures to develop improvements. **Key Responsibilities:** * Tactical Execution for both the Resolution and/or Escalation Teams: + Research, provide timely and accurate responses to customer complaints (all levels and channels) + Ensure internal and external service level agreements are met + Appropriately track compliance-related allegations * Support Platform and Real-Time Customer Issues: + Resolve escalated customer issues, via multiple channels, related to their product (such as funding failures, web access issues, direct pay, card mobile app, gift cards, etc.) + Support customers and colleagues across multiple products and across the entire customer life cycle + Real-Time Customer Escalations support from the call centers – quickly resolve escalated calls and/or tickets from customers experiencing problems within any servicing platform related to new or existing careerzynith product(s) * Customer Response for Digital Channels: + Gather, analyze, and report relevant data from customer inquiries; respond via related channel + Leverage all internal tools, including Clarabridge, Medallia, and Zendesk to improve customer experience for digital customers + Digital channels include but are not limited to: - Reviews – Public customer reviews submitted by 3rd party sites (Investigations may be needed) - Social Media – Direct Messages and Public Comments sent through Facebook, Twitter, Instagram, and other emerging platforms. (Identify request/issue and reply to the customer directly) - Surveys – Partner with customer experience Insights on survey importing, analytics, trends, opportunities * Brand: + Regularly review digital responses & partner with Brand ID and CX Insights teams to increase proactive approach to customer engagement * ADHOC: + Other tasks as assigned or required + Audit tickets (closed submissions for all levels) **Strategic Analysis & Planning:** * Complaints: + Create process improvements by analyzing historical issues, resolutions, and suggesting sustainable policy and/or procedural enhancements * Policy & Procedure: + Proactively analyze trends and submit enhancements via stakeholders and change control process * Education: + Assist in developing training materials that meet current and future needs * Feedback: + Utilize available data from within and beyond operations to identify needs and/or areas of opportunity (including, but not limited to, calls, chat, email, and internal reports) * Continuous Improvement: + Utilize complaint data to improve the customer experience and reduce future complaints + As necessary, open incident tickets, engage with careerzynith Production Support team, Customer Insight/Experience, Technology, and Compliance **Requirements:** * College degree preferred * 3+ years of operations experience * 2+ years of phone experience in an escalated customer-facing role * Prior regulatory and non-regulatory complaint resolution experience preferred * Experience identifying/tagging compliance regulations * Ability to communicate general and complex ideas internally and externally properly and effectively * Excellent customer experience track record * Demonstrated ability to multi-task and prioritize workloads * Ability to troubleshoot problems and derive meaningful solutions * Strong analytical skills, reporting experience is a plus * Proficiency in navigating computer applications including word and excel * Superior attention to detail & high emphasis on quality * Having both application/origination and existing customer experience a plus; the successful candidate will be educated across multiple lines of business needs * Must have met or exceeded standards for the preceding 6 months * Internal candidates must have current manager or department lead’s endorsement **Leadership & Culture:** * Comfortable interacting and engaging with colleagues of all levels and across all business units and/or third-party development firms * Demonstrated leadership skills including self-direction, coaching, and mentoring, and managing peer-to-peer relationships * Highly motivated, well-organized, capable of developing and executing a response plan, and able to communicate effectively * Passionate about providing a best-in-class experience for our customers * Ability to succeed within a cross-functional team emphasizing the customer experience in a fast-paced environment * Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary * Ability to work effectively independently and as a team member * Excellent written and verbal communication skills * Takes initiative to quickly respond to brand and media inquiries, alerts, communications * Capable of handling or improving escalated media situations via proper dissemination of brand ID * Personable, able to always demonstrate a positive attitude toward people **Compensation:** * $25 – $29 an hour **Employee Benefits:** careerzynith offers many additional benefits for our employees, including (but not limited to): * Pre-tax and post-tax retirement savings plans with a competitive company matching program * Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays * Multiple health care plans to choose from, including dental and vision options * Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts * Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs * Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more! **Don't Hesitate, Apply!** Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!