Customer Service & Operations Associate - Retirement Savings Industry Expert

Join the Mission to Revolutionize Retirement Savings

We're on a quest to transform the way Americans save for retirement. Our innovative company is dedicated to making retirement savings easy, efficient, and accessible to all. As a Customer Service & Operations Associate, you'll play a vital role in helping our customers consolidate their retirement accounts and achieve their long-term financial goals.

About Our Company

We're a 35-person company based in New York City, with a strong mission to eliminate friction and fees in the retirement savings system. Our first product helps people digitally locate their old 401k accounts and consolidate them into a new account at any financial institution - without the hassle of paperwork, phone calls, and faxes. We've raised capital from leading venture investors, including Canapi Ventures, Greycroft, RRE, Bling Capital, and Walkabout Ventures.

About the Role

As a Customer Service & Operations Associate, you'll be the face of our company, providing exceptional support to our customers as they navigate the Capitalize rollover experience. You'll work closely with our customers, answering their questions, and addressing their concerns through chat, email, and phone calls. Your expertise will help customers feel confident and supported as they make important decisions about their retirement savings.

Key Responsibilities:

• Guide customers through the Capitalize rollover experience, providing personalized support and answering their questions through chat, email, and phone calls
• Become an expert on 401ks, rollovers, and IRAs, staying up-to-date on industry developments and best practices
• Communicate with financial institutions and employers on behalf of customers to facilitate transactions and resolve issues
• Contribute to our internal knowledge base and external FAQs, ensuring that our customers have access to accurate and helpful information
• Synthesize customer feedback and share insights with our product and engineering teams to inform our product roadmap
• Collaborate with cross-functional teams to drive business growth and improve customer satisfaction
• Develop and maintain a deep understanding of our customers' needs and pain points, identifying opportunities to improve our products and services

What You'll Bring

We're looking for a highly motivated and customer-focused individual with a passion for helping people achieve their financial goals. To succeed in this role, you'll need:

Essential Qualifications:

• 4+ years of relevant experience in a customer service or client-facing role
• Experience working in the financial industry, preferably with FINRA licenses (e.g., Series 6, 7)
• Strong interest in helping people achieve their financial goals and improve their long-term financial stability
• Familiarity with customer service best practices and tools, including CRM software and communication platforms
• Ability to work flexible hours if necessary to solve customers' problems and meet business objectives

Preferred Qualifications:

• Experience at a startup or similar fast-paced organization, with a strong understanding of agile methodologies and iterative product development
• Knowledge of retirement savings products and services, including 401ks, IRAs, and annuities
• Certifications or licenses in financial services, such as the CFP or CFA
• Experience with data analysis and reporting, with the ability to extract insights and inform business decisions

Skills and Competencies

To excel in this role, you'll need a unique blend of technical, business, and interpersonal skills. We're looking for someone who is:

• Customer-focused and empathetic, with a strong ability to listen and understand customer needs
• Knowledgeable about retirement savings products and services, with a willingness to learn and stay up-to-date on industry developments
• Communicative and articulate, with excellent written and verbal communication skills
• Analytical and problem-solving, with the ability to extract insights and inform business decisions
• Adaptable and flexible, with the ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities

Career Growth Opportunities and Learning Benefits

We're committed to helping our team members grow and develop their skills. As a Customer Service & Operations Associate, you'll have access to:

• Comprehensive training and onboarding program, with ongoing support and coaching
• Regular feedback and performance evaluations, with opportunities for growth and advancement
• Professional development opportunities, including industry conferences and training sessions
• Access to our internal knowledge base and external resources, with opportunities to contribute to our company's knowledge sharing platform

Work Environment and Company Culture

We're a mission-driven company that values diversity, equity, and inclusion. Our company culture is built on:

• A commitment to doing what's right - for our customers and for our team
• A diverse and inclusive work environment, with opportunities for growth and development
• A flexible and remote-friendly work policy, with an office space in New York City
• A collaborative and dynamic work environment, with opportunities for cross-functional collaboration and innovation

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive annual salary ($45,000 - $52,000)
• Equity in the company, with opportunities for growth and vesting
• Medical, dental, and vision insurance, with 100% premium coverage for staff and 50% for dependents
• 401k plan access, with company match
• Unlimited paid time off, with opportunities for rest and relaxation
• 12 weeks of fully-paid parental leave, with support for new parents
• Maven, One Medical, and Teladoc memberships, with access to top-notch healthcare services
• ClassPass fitness perk, with opportunities for wellness and self-care

Conclusion

If you're passionate about helping people achieve their financial goals and want to join a mission-driven company that's revolutionizing the retirement savings industry, we want to hear from you. As a Customer Service & Operations Associate, you'll play a critical role in delivering exceptional customer experiences and driving business growth. Apply now to join our team and help us build a better future for our customers.