We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

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JOB DESCRIPTION

Location Requirement

This role is required to work in the Blue Ash, OH office.

Job Summary

You will be responsible for building and maintaining strong relationships with both internal and external customers, through various contact channels and methods to resolve consumer complaints. This role is focused on understanding the needs of consumer(s) and providing quick, convenient, and accurate resolution to complaint(s), issues and inquiries. This position serves as an expert and advocate for our brands, representing the company positively and professionally, to ensure strong customer relationships and continued loyalty. At Green Dot, 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.

Job Responsibilities

• Perform moderate to high risk analysis of account and transaction data to balance customer experience and risk for Green Dot.
• Ensure regulatory timeframes as well as internal Service Level Agreements [SLA] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, decision accuracy, account closures/blocks, etc.
• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
• Analyze and utilize all bank records, systems, and case management systems to facilitate a comprehensive review of all disputed transactions and account closures/blocks.
• Assist customers and employees through inbound calls, chats, emails and text messaging.
• Identify and assess customer needs to resolve inquiries effectively.
• Build personal connections and relationships to promote customer retention and maintain customer loyalty.
• Function as a Subject Matter Expert (SME) and utilize critical thinking, multitasking, active listening and problem-solving skills to provide positive and creative options for customer resolutions.
• Ensure and maintain the safety, security, and privacy of customer information.
• Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
• Quickly and effectively apply coaching, feedback and training to improve individual performance and customer experience.
• Follow and promote all company policies, guidelines, procedures and expectations.
• Demonstrate regular and reliable attendance, maintaining punctuality of scheduled tasks.
• Demonstrate flexibility as needed to meet business needs (i.e. overtime, adjusted lunches and/or breaks).
• Complete additional tasks as requested to support business needs.
• Provide ongoing feedback on process and compliance standards.
• Perform other duties as needed.

Job Requirements

• 5 years of customer service experience
• Exceptional written skills with the ability to communicate with all levels of executive management. 
• Ability to handle and resolve conflict positively and in a calm, professional manner.
• Demonstrated ability to work well in a fast-paced work environment.
• Committed to providing objective and unbiased analysis of work production. 
• Ability to work both independently and in a team environment.
• Demonstrate good follow-up and follow-through techniques.
• Ability to explain a complex process in an easy-to-understand manner.
• Must be able to exercise discretion and independent judgment with minimal supervision
• Excellent organizational skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Access and PowerPoint).
• Ability to efficiently learn and navigate new systems and processes.
• Must achieve and maintain Escalated Call Certification.

Preferred

• 1 year experience with Dispute Analyst/Investigation background
• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints)
• Bachelor’s degree in Business or related field
• Knowledgeable in bank and deposit compliance regulations (e.g. Regulation E and UDAAP)
• Understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the US banking system.
• Ability to speak and type fluently in English.
• Bilingual skills (English/Spanish) a plus

**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**

POSITION TYPE

Regular

PAY RANGE

The targeted full-time base salary for this position is $59,100 to $93,300 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

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We’re Here to Support You—Accommodations Upon Request

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.