Bilingual Solutions Specialist - Chat (English/Spanish)

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 Solutions Specialist is a core member of the Customer Operations team who will be responsible to find win-win solutions to both low and complex customer needs. As a trained expert, the Solutions Specialist will have the latitude to use their best judgment and take decisions in the exercise of their function, and be accountable for delivering world-class experiences that surpass customers' needs and expectations, by providing educated advice to customers via chat channel or emails while maintaining the highest degree of accuracy and professionalism. The company is in an exciting and rapid growth phase, which is why we prioritize instilling trust in our customers.

Responsibilities

• Ensuring that decisions and actions align with applicable laws, regulations, and company policies to maintain compliance and mitigate risk
• 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
• Anticipate customer needs in order to thoughtfully promote various products through cross-selling/value-add opportunities when appropriate
• Identify and suggest possible improvements on procedures internally
• Develop knowledge of Oxygen's products and features is essential to provide expert guidance on tier upgrades, qualifications, and associated benefits
• Evaluate customer support processes and identify areas for improvement to enhance efficiency, customer experience, and decision-making effectiveness
• Effectively demonstrate critical thinking to find sound solutions, make educated and informed exceptions for situations where standard procedures may not apply to ensure customer satisfaction, while always considering the business implications accordingly
• Be the voice of Oxygen by representing our values and mission
• Serve as subject matter expert to properly advise and support customers
• Be a customer advocate while capturing feedback and work closely with management to find solutions
• Brainstorm with management to provide input and suggestions to help improve and innovate our service offering
• Additional relevant duties as assigned
• Handle at times demanding customers independently with limited supervision
• Maintain a very good understanding and remain current of all our Policy and Procedures
• Evaluate customer requests for refunds or credits based on established guidelines and making decisions on whether to approve or deny them
• Train new solutions specialist team members by sharing expertise, best practices, and decision-making approaches
• Resolve complex customer inquiries and issues by independently handling escalated customer concerns and finding appropriate resolutions while adhering to company policies and guidelines

Requirements

• 3+ years of experience in customer communications and success in Financial services
• Highly organized individual with strong attention to detail
• 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
• Desire to work hard, produce results and have fun doing it
• A demonstrable desire for innovation, continuous learning and improvementCustomer service excellence is a must, with a passion for service and ownership of each customer contact
• Computer savvy
• Ability to multitask, prioritize work and time management skills in a fast paced environment
• College degree with focus on Finance or Accounting or Bachelor’s degree
• Excellent judgment and decision making ability to find solutions and provide advice on matters impactful to the client and the business
• Excellent verbal and written communication skills in English and Spanish
• Ability to handle large volume of information with accuracy
• Analytical, problem solving and results oriented skill set
• Ability to work independently and within a team environment
• Knowledge of G Suite functionalities
• High sense of accountability and self sufficiency

What We Offer

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