Bilingual Chat Support Agent (English/Spanish) - Est

Oxygen is a modern financial platform designed for the 21st-century economy, tailored to meet the unique needs of today's consumers and small businesses (freelancers, solopreneurs and modern SMBs). We believe beauty lies in simplicity, from design to utility, and build our ever-growing product suite with this in mind. And we’re just getting started. At Oxygen, we’re focused on lifting up those who dare to push boundaries and redefine what's possible by delivering on our promise to be a more fair financial partner. The next generation building the future is writing their own rules and shattering expectations. So are we. For those who reject the status quo, welcome to Banking for the Extraordinary. Let's create the future!

Customer trust and experience is our top priority at Oxygen and we are committed to delivering customer delight and trust with every customer interaction. The Chat Support Agent is a core member of the Customer Operations team who is accountable for delivering world-class experiences that surpass customers' needs and expectations, by answering chats and emails, resolving their issues and concerns in a fast pace while maintaining the highest accuracy and professionalism. The company is in an exciting and rapid growth phase, which is why we prioritize instilling trust in our customers.

Responsibilities

• Anticipate customer needs in order to promote various products through cross-selling/value-add opportunities when appropriate
• Provide prompt, courteous and efficient service by chat, email and potentially by phone regarding various financial services questions and concerns in a timely and effective manner that exceeds customer expectations
• Maintain a very good understanding and remain current of all our Policy and Procedures
• Be a customer advocate while capturing feedback and reporting it to the management in accordance to escalation procedures
• Ability to handle at times demanding customers independently with limited supervision
• Serve as the first contact for customers seeking support
• Identify and suggest possible improvements on procedures internally
• First contact resolution is a priority, therefore striving to solve the customer request the first time they contact us would be important
• Identify customer needs and take proactive steps to maintain positive experiences
• Additional relevant duties as assigned
• Be the voice of Oxygen by representing our values and mission

Requirements

• Typing skills 45 WPM minimum. (Preferred 55 WFM or more)
• Computer savvy
• Ability to handle large volume of information
• Ability to prioritize work and time management skills
• Analytical, problem solving and results oriented skill set
• Customer service excellence is a must, with a passion for service and ownership of each customer contact
• Highly organized individual with strong attention to detail
• 1+ years of experience in customer communications and success (Financial service preferred)
• Desire to work hard, produce results and have fun doing it
• Excellent verbal and written communication skills in English and Spanish
• High sense of accountability and self sufficiency
• A demonstrable desire for innovation, continuous learning and improvement
• High School diploma or equivalent
• Ability to multitask and prioritize in a fast pace environment
• Ability to work independently and within a team environment

Preferred Skills

• Experience in the financial services industry
• Knowledge of G Suite functionalities
• Prior experience with CRM platforms such as Intercom, Zendesk and Salesforce
• Knowledge of Regulation E, Regulation Z and dispute processes
• Experience in working with BPOs

What We Offer

• 401(K) and retirement planning
• A great startup in banking with proven growth potential
• Medical, dental, and vision insurance and HSA
• Paid time off, sick leave, paid maternal leave, and paid paternal leave
• Competitive compensation based on experience
• Lots of autonomy and massive career growth opportunities for the go getters

Eligible for OT