Operations Support Associate

Responsibilities:

Assist the operations manager in developing, planning, and coordinating workflows to support Gemini Credit Card operations
Assist with customer interactions, account servicing and related functions
Perform daily, weekly and monthly recurring tasks to support flawless execution of financial and operational workflows
Identify and assess customers’ needs to achieve resolution
Triage tickets to the appropriate internal departments and work with them to resolve the issue
Work with interdisciplinary teams (i.e. Engineering, Compliance, Credit Risk), escalating issues and collaborating with appropriate parties to establish protocol on new processes
Use customer interaction data to help create process enhancements and efficiencies, and manage related projects to completion
Ability to re-prioritize and balance multiple projects frequently in response to changing business demands and regulatory requirements
Support incident commanders during investigation and triaging of incidents
Pre-investigation of customer issues, incidents, compliance issues to inform and engage the right stakeholders
Cross-collaborative analytical support
Minimum Qualifications:

1-2 years in a Customer Support capacity or equivalent
Confident verbal communication and polished written communication
Excellent attention to detail and strong problem solving skills with a high accuracy and work quality
Proven organizational skills, including time management
Data-driven mindset, analytical acumen, and experience with data tools (SQL, Looker, Tableau, or similar)
Experience and comfort with solving complex problems from end-to-end
Comfortable with providing on-call support coverage for customer issues outside of business hours
Preferred Qualifications:

Experience working in Zendesk or other ticketing programs
Self-sufficiency and an ability to work with minimal supervision
Proficient in G Suite products and reporting platforms such as Looker or Tableau