Customer Support Associate II ID - 4084

January 24, 2025

About The Role

A mission-driven fintech company seeks a Customer Support Associate to deliver quality financial solutions for individuals with complex needs and their caregivers. The role involves addressing inbound phone and email inquiries, providing professional, compassionate customer service, and assisting with important financial decisions.

Ideal candidates are energized by customer interactions, have strong communication skills, attention to detail, and a desire to help others.

This full-time position requires working 8-hour shifts, five days a week, with available schedules between:

6:00 a.m. - 2:00 p.m. PT / 9:00 a.m. - 5:00 p.m. ET
9:00 a.m. - 5:00 p.m. PT / 12:00 p.m. - 8:00 p.m. ET

What You'll Do

- Provide exceptional support to customers via phone, email, and live chat.

- Learn and embody the distinct communication style that sets this organization apart.

- Act as a detective and problem solver in helping individuals resolve unique financial issues.

- Assist individuals with distinct financial needs in navigating important life situations.

- Share customer feedback and experiences with the team.

- Proudly represent an organization known for its outstanding customer support.

Who You Are

- **Strong communicator** - A patient, kind, and empathetic listener who is also a skilled writer, eager to understand and assist customers effectively.

- **Resilient** - Energized by speaking with customers, often for the majority of the workday.

- **Responsible and accountable** - A punctual, trustworthy, and reliable professional who strives to provide the utmost customer support, fostering respectful and supportive relationships with both teammates and customers. A passionate advocate for helping others!

- **Experienced** - Previous professional experience in hospitality or customer service, personal or professional experience with people with disabilities, seniors, or those in recovery is preferred.

- **Ambitious learner** - Excited to master new technology platforms, systems, and processes; open to feedback and dedicated to self-improvement. An optimist who maintains a positive attitude in the face of challenges.

- **Tech-savvy** - Proficient in using a Mac computer, external monitors, and computer accessories to efficiently assist customers, with a strong internet connection suitable for remote work and capable of troubleshooting technical issues as needed.

Other Jobs You May Be Interested In

- **Preferred qualifications** - Special consideration will be given to applicants with weekend availability, Spanish language skills, experience in hospitality (e.g., restaurants, hotels), health care coordination, or managing live chats.

Why You'll Love This Opportunity

- The environment is energetic, embodying the passion of a startup along with the professionalism of a financial services firm and the compassion of a mission-driven organization.

- With millions of potential customers in need of these services across the country, the opportunity to make a significant impact is immense.

- Customers express deep gratitude for the services provided, creating a rewarding atmosphere for associates.

- A commitment to treating one another with respect and dignity, with diversity, equity, and inclusion as core cultural values.

- Competitive wages, health, dental & vision coverage, paid parental leave, 12 paid holidays, a professional development budget, and a generous vacation package are offered.

- The team enjoys virtual connections for fun and camaraderie, with a flexible remote work setup available.

This is a remote position, and candidates can work from anywhere in the United States.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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