Member Success Resolution Specialist

Dave

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/26/2021
  • Website: dave.com
  • Company Address: , Los Angeles, CA

About Dave

The finance version of David and Goliath taking on the big banks, Dave is the highest ranked personal financial management app in the country.

Job Description

Dave is a banking app on a mission to create financial opportunity that advances America’s collective potential. Dave's financial tools, including its debit card and spending account, help its more than eight million customers bank, budget, avoid overdraft fees, find work and build credit. 
 
Dave is a virtual-first company, which means there is no preference on where team members get their work done. Employees are able to live anywhere in the United States, with the only exception of Hawaii for now. For those who want to work in an office setting on a more regular basis, we will eventually open offices in Los Angeles and San Francisco.
 
Dave is backed by Mark Cuban, Norwest Venture Partners, Section 32, and Financial Venture Studios, among many others.
 
 
Are you a natural problem solver? Do you have an affinity for helping others? If so, Dave’s Member Success Resolution Specialist is calling your name! We’re looking for a highly motivated self starter who is ready to dig in, hustle, and find solutions for our Dave community.

What You'll Do:

    • Propose process improvements based on customer feedback and available metrics/analytics
    • Take ownership of escalated customer issues, troubleshoot, identify solutions, and communicate directly to members
    • Researching and responding to high level complaints including regulatory and consumer complaints
    • Documenting and tracking escalation trends
    • Maintenance of bug triage boards
    • Systems support and optimization recommendations for customer success tools  including, but not limited to, CRM, internal dashboards, IVR, and other 3rd party integrations.
    • Suspicious Activity Reporting in partnership with the fraud team
    • Being a Dave expert with a strong understanding of our products and industry
    • Collaborate internally to share customer insights and product feedback to applicable internal teams

What You'll Need:

    • Excellent oral/written communication skills, including experience via email, chat, and phone
    • Proven track record of great customer service experience (2+ years)
    • Independent, self-actuated self-starter with excellent time management skills
    • Ability to work in a very fast-paced, constantly evolving, team environment
    • High School graduate and/or equivalency required. Some college preferred.
    • Applicable Technologies: Zendesk, jira  or comparable systems
 
 
Benefits & Perks 
 
• Premium Medical, Dental, and Vision Insurance plans
• Insurance premiums 100% covered for you and 80% for your dependents
• Company provided Basic Life and Short-Term Disability plans
• Competitive salary and equity compensation packages
• Voluntary Life Insurance and Long-Term Disability plans
• 401(k) savings plan with matching contributions
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Generous and flexible PTO
• Flexible work hours
• Generous paid parental leave
• A collaborative environment with opportunities for learning and growth
• Virtual social events
 
Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.