Customer Resolutions Unit/Brand Media

Best Egg is the 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 inspire our employees and customers to embrace Best Egg. We are 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, Best Egg is the place for you.

Best Egg 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.

Best Egg strives to provide applicants and existing Customers with a frictionless, best-in-class experience. The Lead Operations Associate is tasked with helping to provide and improve that experience via enforcing policies & procedures, demonstrating a “continuous improvement” approach and by evaluating Customer feedback and Service Delivery Failures to develop improvements.

The role requires excellent interpersonal and problem-solving skills, to ensure empathetic Customer engagement and to help deliver impactful solutions. The Lead Operations Associate will act as a Resolution and/or Escalation Team member. They will utilize our tools, their superior decision making, and best in class communication skills to quickly respond to sensitive customer issues in a manner that embraces Best Egg collaborative, results-oriented culture. This includes inbound and outbound content to ensure ongoing adherence to, and improvement of, written, spoken, and digital responses to external inquiries. This person would feel comfortable interacting will all Colleague levels, would have a broad knowledge of Operation’s Policies and Procedures, and would possess a tenacious approach to ongoing improvement.

• Monday – Friday from 8am-5pm or 9am-6pm EST.
• Although this role can be done remotely, must be in or within 50 miles from DE to be able to come in the office for Onboarding, training, or other infrequent workshops.
• Internal candidates only: must be in current role for at least 6 months in good standings and have approval from current team manager to apply.

Duties & Responsibilities

Tactical Execution for both the Resolution and/or Escalation Teams –

Customer Complaint Management:

• Research, provide timely and accurate responses to customer Complaints (all levels and channels)

1&2 – Regulatory, Executive Referral, and Partner Bank Complaints

3&4 – Customer Direct Complaints, Escalations, and Feedback

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 Best Egg 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

Manages SLAs: Monitoring/escalating/responding to social channels including triage methodology and prioritization of inbound messages – Escalates/includes appropriate stakeholders, as appropriate

• 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:

o Create process improvements by analyzing historical issues, resolutions, and suggesting sustainable Policy and/or Procedural enhancements.

Policy & Procedure:

o Proactively analyze trends and submit enhancements via Stakeholders and Change Control process

Education:

o Assist in developing training materials that meet current and future needs

Feedback:

o 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:

o Utilize complaint data to improve the customer experience and reduce future complaints

o As necessary, open incident tickets, engage with Best Egg Production Support team, Customer Insight/Experience, Technology, and Compliance

Requirements

Development

• College Degree preferred
• 3+ years of Operations experience
• 2+ years of phones 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 with be educated across multiple lines of business needs
• Must have met or exceed 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

Our Brand:

At Best Egg, we believe money should be accessible so people can reach their goals, live a fuller life, and feel pride in knowing they have taken control of their finances. For those who need extra money to achieve the progress they seek in life, Best Egg is the modern solution-minded finance provider that mixes decades of banking experience with smart technology and deep customer insight to create products designed for today’s borrower, so that people can establish a smoother financial path. The egg symbolizes protection and a fresh start.

Employee Benefits

Best Egg 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!

#LI-REMOTE

In compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy here

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