Member Care Agent

    • Date:
    • May 25, 2017
    • Location:
    • Pasadena, CA
    • Job Function:
    • Customer Care Administration
    • Req. Number:
    • 2331

Description

Green Dot Corporation, along with its wholly owned subsidiary bank, Green Dot Bank, is a pro-consumer financial technology innovator with a mission to reinvent personal banking for the masses. Green Dot invented the prepaid debit card industry and is the largest provider of reloadable prepaid debit cards and cash reload processing services in the United States. Green Dot is also a leader in mobile technology and mobile banking with its award-winning GoBank mobile checking account. Through its wholly owned subsidiary, TPG, Green Dot is additionally the largest processor of tax refund disbursements in the U.S. Green Dot's products and services are available to consumers through a large-scale "branchless bank" distribution network of more than 100,000 U.S. retail locations and neighborhood financial service center locations, online, in the leading app stores and through 25,000 tax preparation offices and leading online tax preparation providers. Green Dot Corporation is headquartered in Pasadena, Calif., with additional facilities throughout the United States and in Shanghai, China.

 

Member Care Agent

Summary

The Member Care Agent is responsible for resolving member-initiated issues to the highest professional standards.  The objective of the position is to advocate for our members by delivering world-class customer service and first contact resolution.  Our agents will be the first point of contact for our “digital native” members who may use social media channels or online review sites to get in touch with our team.   Member Care Agents handle anything from online registration and account activations to money transfers, mobile app questions and general product info.  Our members manage their life via their mobile devices, so they love to use digital tools. The Member Care Agent will handle both inbound and outbound calls, emails, chats, online review and social media inquiries for Green Dot Corporation and all subsidiaries for a variety of customer and partner related concerns.  In addition, the Member Care Agent will be responsible for maintaining daily reporting and identifying trends.

Responsibilities

  • Enhance the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Maintain call center database by entering information accurately.
  • Accountable for multi-tasking, as well as answer all inquiries from specified queues when needed.
  • Report on any negative trends identified when speaking to Members or partners.
  • Accurately document and report any product defects outlined by members.
  • Ability to resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the customer concerns.
  • Helpfully and patiently handle member’s issues.
  • Consistently meet performance quotas; explain product features and services.

 

Requirements

  • 1 year related experience in a Customer Service or contact center environment.
  • High School Diploma required; some completed college coursework preferred.
  • Social Media and Online Review experience preferred.
  • Strong customer service and conflict resolution skills.
  • Strong verbal and written communication skills, presentation skills, and a high level of comfort in presenting products and concepts.
  • Strong organizational, time-management skills, attention to detail, sense of urgency and the ability to perform multiple tasks simultaneously.
  • Proficient in desktop applications, specifically Microsoft Office products. 
  • Experience with both iOS and Android operating systems and related applications.
  • Banking or Financial Services experience a plus.
  • Must be able to work overtime and flexible hours as required and work a schedule which may have early morning, evening, weekend and/or holiday hours. Performs miscellaneous job related duties as assigned.
  • The qualified candidate must be able to handle escalated customer concerns or issues in a professional manner.

 

Green Dot Corporation is committed to achieving a diverse workforce and is proud to be an equal opportunity employer without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any category protected by law.

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