Senior Complaints Associate

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, 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 achieve financial progress. Come build with us!

The role

As a complaint associate, 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 including direct communications with customer via phone, email, and chat
• 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.
• Collaborate with cross functional teams to address challenges streamline processes and rectify known issues
• Perform in-depth analysis of complaint details to properly identify issues related to Ones products or services
• Reinforce superior quality assurance by providing real-time coaching to complaint investigators at partner contact centers.
• Oversee day to day operations of offshore team members to strengthen the team's capabilities, improve customer service, and drive positive outcomes for the organization as a whole.

You bring

• 8+ years of experience in Fintech or Consumer Banking or

• 3+ years of experience in complaints handling

• 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 4 H’s; Humble, Honest, Hungry, and Hustle

• 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

We use Covey as part of our hiring process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on May 31, 2024.

Please see the independent bias audit report covering our use of Covey here.

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.

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 at talent@one.app.