Customer Advocate (Regulatory Complaints)

: We're looking for talented professionals to join us in bringing smart money management and payment solutions to everyone's fingertips. This role will need to work in our Blue Ash, OH office. This is not a remote role. What does a Customer Advocate do at Green Dot? As a customer advocate, you will have an opportunity investigate and respond to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. You will be responsible for facilitating and resolving the most escalated customer-initiated issues to the highest professional standards via phone, email or letter correspondence. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues. As a Customer Advocate, you can look forward to:

• Providing accurate and comprehensive written analysis and responses to customer complaints that have been filed with a state or federal regulator within the appropriate timeframes.
• Ensuring that all customer escalations that have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot terms and policies.
• Facilitating customer contacts via phone, email or letter correspondence to research and resolve the customer's issues.
• Demonstrating ownership of customer issues and work proactively with Green Dot business units, partners, and vendors to manage issues through to a complete resolution in a timely manner.
• Demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
• Advocating as the “voice of the customer” to Green Dot. Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and processes.
• Understanding current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused front-line efforts to fail.
• Supporting Green Dot employees and executives with resolving customer issues.
• Maintaining contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
• Actively participating in ensuring that Green Dot knowledge base is up to date.
You might be the right match for this role if: You enjoy following escalation and complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues. You are able to capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained. Also, are able to demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products. Ready to join us in our mission? These are the qualifications we are looking for: Required:
• 1+ year of experience with responding to written regulatory complaints (or equivalent).
• 3+ years of customer service experience.
• High School Diploma or equivalent
• Excellent oral and interpersonal communication skills.
• Committed to providing objective and unbiased analysis of work production.
• Dedication to providing exceptional customer service.
Preferred:
• Able to exercise discretion and independent judgment with minimal supervision
• Exceptional written skills with the ability to communicate with all levels of executive management.
• Experience in a financial services environment
• Bachelor's Degree
• 3+ years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints)
POSITION TYPE Regular PAY RANGE The targeted base salary for this position is $48,200 to $73,700 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location. Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.