Senior Analyst - Operations

Duties and Responsibilities:  

• Guide customers through the rollover experience and answer their questions through chat, e-mails, and phone calls
• Become an expert on 401ks, rollovers, and IRAs
• Communicate with financial institutions and employers on behalf of customers to help with their transactions, where necessary
• Contribute to our internal knowledge-based and external FAQs based on customer questions/comments
• Synthesize customer feedback and share with other team-members 

 Skills and Qualifications  

• At least 1 year experience in an account handling US 401ks, rollovers, and IRAs, or KYC outreach (voice) experience, or any other experience as a financial CSR in a voice account
• At least vocational degree or college degree
• Experience working at a BPO is a plus
• Experience working in the financial services industry is a major plus
• Fluent in English with a neutral accent
• Strong interest in helping people achieve their financial goals
• Familiarity with customer service best practices and tools
• Ability to work flexible hours if necessary to solve customers’ problems
• Experience at a startup or similar fast-paced organization, a plus