About ONE
ONE is on a mission to help people live healthier financial lives. We’re doing this by creating simple solutions to help our customers save, spend, and grow their money – all in one place.
The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.
What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.
There’s never been a better moment to build a business that helps people live healthier financial lives. Come build with us!
The role
You will assist the department leader in managing the daily workflow and will develop the leadership skills needed to support the team in providing exceptional complaint resolutions. You’ll process escalated complaints from start to finish, documenting your findings to bring the complaint to full resolution. You’ll coach, develop, and build relationships with team members.
This role is responsible for:
Be a key contributor in the improvement of policies and procedures, as a result of complaint trends
Reinforce superior quality assurance and provide real-time coaching to Complaint investigators
Assist department leader with complex tasks that include, but are not limited to, escalated complaints, SLA report reviews, as well as workflow and queue monitoring.
Handle escalated complaints from start to finish within required SLA
Provide direct responses to complaints received from regulatory bodies
Perform routine complaint case reviews, ensuring that adequate resolutions were provided to customer complaints
Ability to prioritize while managing multiple open complaints and deadlines.
You bring
2+ years of experience in Fintech or Consumer Banking or
5+ years of experience in customer service ideally in complaints
ZenDesk Experience is a plus
An act-like-an-owner mentality. We have a bias toward taking action.
Strong interpersonal, analytical, investigative and problem solving skills
Outstanding verbal and written communication skills
Ability to understand complex process connectivity
Demonstrating the 3 H’s; Humble, Honest, and Hungry
Proven de-escalation techniques and abilities
Positive attitude and willingness to work with teammates on accomplishing tasks and responsibilities on an ongoing basis
Ability to work independently
Pay Transparency
The estimated annual base salary for this position ranges from $90,000 to $95,000. Pay is generally based upon the level, complexity, responsibility, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.
Leveling Philosophy
In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at ONE. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within ONE.
What it’s like working @ ONE
Our teams collaborate remotely and in our work spaces in New York and Sacramento.
Competitive cash
Benefits effective on day one
Early access to a high potential, high growth fintech
Generous stock option packages in an early-stage startup
Remote friendly (anywhere in the US) and office friendly - you pick the schedule
Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave
401(k) plan with match
Inclusion & Belonging
To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. Email [email protected] with any questions.
For additional questions around our interview process, please check out our Candidate FAQs.
