Operations Associate, Negotiations

Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

We’re looking for a curious and passionate Operations Associate to support and optimize our growing portfolio of products and marketing initiatives.

Please note: this role will be working M-F in Eastern Time Zones.

ABOUT THE ROLE 🤹‍♀️

• Interact with users via Intercom & Email to answer questions regarding Negotiations, Outages, and/or other Revenue based service
• Work with the negotiations team to suggest and improve workflows, back end infrastructure and processes
• Coach our away teams and insure they have resources needed to maintain efficiency and a high level of quality
• Respond to chargebacks/disputes of payments made to Rocket Money, outside of the sphere of Operations (such as Premium, Pay Advances, etc.)
• Maintain and update documentation related to general Operations in Notion or Slack
• Disseminate new processes to away team and insure they are compliant with active procedures
• Oversee specific queues (Flagged For Review, Call Control, Bills ready to negotiate, etc) and provide feedback & coaching to team leaders based on their content
• Review analytics daily and weekly to construct plans to further increase efficiency & development
• Partner with the support team to craft new ideas to best support our users

ABOUT YOU 🦄

• You have an interest in personal finance and a desire to see others succeed in managing their money.
• Great Communication — Your writing is impressive and you love talking with people!
• Proactive Problem Solving — you’re able to identify possible issues and potential resolutions.
• Workflow Management — You know how to efficiently balance multiple competing priorities.
• Taking Initiative — You’re willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
• Customer service experience in a B2C tech company is a plus!

WE OFFER 💫

• Health, Dental & Vision Plans
• Life Insurance
• Long/Short Term Disability
• Competitive Pay
• 401k Matching
• Team Member Stock Purchasing Program (TMSPP)
• Learning & Development Opportunities
• Tuition Reimbursement
• Unlimited PTO
• Daily Lunch, Snacks & Coffee (in-office only)
• Commuter benefits (in-office only)

Additional information: Salary range of $20 – $24/hour + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.