Job Overview
Job Order:JO000092959
Date Posted:Jun 7
Industry:Banking - Financial Services
Metro Area:
Start Date:Jun 19

About the Role We are looking for a helpful and friendly Customer Success Associate to support be a part of a new innovative team. You’ll be guiding our users through the app and reporting disputes along with relaying valuable feedback to help build the best banking experience possible. This is a temporary position, with possibility of full time hire in the future.

Key Responsibilities

● Assists users with banking inquiries via phone, email and/or chat regarding disputes, using the mobile application, and other questions.

● Keeps records of customer interactions or transactions, records details of inquiries, complaints, or comments, as well as actions taken, using ZenDesk.

● Assesses Bank members’ advance eligibility

● Possess expert Bank product knowledge and educates members on using the app

● Follows up with members regarding negative survey feedback

● Works with CS Team Leads to identify and triage system errors and bugs

● Identify and report fraud.

● Responsible for protecting sensitive consumer data and handling fraud concerns

● Refer unresolved issues to appropriate departments for further investigation.

● Obtain and examine all relevant information to assess the validity of issues and to determine possible causes.

● Assess occasions when tickets require escalation and doing so in a timely manner

● Ensure member satisfaction through high quality interactions and offer ways to appease members as applicable.

Experience Required

● Mobile app or comparable support for 4+ years

● Bank customer service experience strongly preferred

● Excellent written and verbal communication skills and ability to adapt tone to company brand

● High School graduate and/or equivalency required. Some college preferred.

● Must be experienced with and excited about supporting members over different mediums.

● Comfortable working in a dynamic environment that requires adaptability

● Good critical thinking and problem-solving skills

● Applicable Technologies: Zendesk (or comparable)

● Available to work shifts during Customer Success office hours Monday - Friday, 7am - 7pm PT and Saturday – Sunday 8am – 4pm.

Eastridge Workforce Solutions is an Equal Opportunity Employer


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