Operations Associate

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.

• Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support
• Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels
• Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
• Resolve unique situations and improve workflows to account for new or uncommon issues
• Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
• Communicate complex financial topics clearly and confidently over the phone

• You have an interest in personal finance and a desire to see others succeed in managing their money.
• Excellent verbal communication - You speak clearly, listen actively, and put members at ease over the phone.
• Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated caller into a satisfied member.
• Great Written Communication - Your writing is also strong for follow-up notes and cross-channel support.
• Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarily.
• Workflow Management - You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channels.
• Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
• Prior phone-based customer service experience in a B2C tech or financial services company is a plus!