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Operations Associate

Comun Banking

Comun Banking

Operations
New York, NY, USA
Posted on Friday, July 21, 2023

Operations Associate

About Comun
About the Role
As an Operations Associate, you will play a crucial role in ensuring exceptional customer experiences and efficient operations. You will oversee a team of customer support agents, manage day-to-day inquiries, optimize processes, and analyze data to drive continuous improvement in our user’s product experience.
You will also be responsible for managing operational tasks, including fraud handling, account management, and collaboration with engineering to integrate and fully leverage all of our software vendors. If you are passionate about delivering exceptional customer service, optimizing operational processes, and contributing to the growth of a dynamic digital bank, we would love to hear from you.
What you'll do:
Customer Support: Support CX agents, monitor performance, and optimize team processes.
Documentation: Maintain and update SOP, develop training materials, articles, videos, macros, and chatbot optimizations.
Data Analysis: Train and monitor agents, compile complaints, track KPIs, optimize performance.
Operations: Handle CX escalations, fraud-related operations, referral program, streamline workflows.
Vendor Management: Plan and negotiate with vendors, implement features, monitor and analyze performance.
You are:
Thrilled to work in a fast-paced, growing tech startup.
Excellent at communicating in English & Spanish verbally and in writing.
Great at prioritizing between tasks and assignments.
Diligent about detail in your responses to customers and communications with the team.
Able to solve or find solutions to any issue that might come up. This includes creating processes to triage and escalate issues to corresponding teams and to be diligent to follow through until a solution is found. Additionally, we are looking for someone who can learn from those past issues to optimize current and future resolutions.
A quick learner of new tools, who knows how to look at and analyze data combined from multiple sources.
Interested in serving an underserved community :)
Requirements:
2 years of professional work experience
Location
We currently have offices in Flatiron (NYC) and Design District (SF), as well as teammates across Mexico.
Benefits
Competitive salary and generous equity
Paid parental leave
Unlimited PTO
Bi-annual company-wide destination offsites
Sponsored travel to HQ on a per-need basis (if remote)
For US-based employees:
Medical, dental, and vision insurance
Gym Pass subscription
Comun is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.