Experienced Customer Advocate - Web & Social Media Operations (Remote)

At careerzynith, we're on a mission to empower individuals to take control of their finances and achieve financial freedom. As a leading mobile banking and financial membership platform, we've built a full-service digital platform to deliver mobile banking, lending, and investment solutions to millions of hard-working Americans. Our team is passionate about making a difference in people's lives, and we're looking for talented individuals to join our mission.

• *About careerzynith**

careerzynith is a mobile banking and financial membership platform that has been empowering people to take control of their finances since 2013. With a strong presence in the US and international markets, we've earned the trust of our members by delivering personalized financial solutions and tools to build and improve their credit and achieve everyday savings. Our platform offers a 360-degree snapshot of our members' financial lives, providing them with the insights and resources they need to achieve financial stability and success.

• *Remote Opportunity Available**

We're excited to offer a remote opportunity for an experienced Customer Advocate to join our team. As a Customer Advocate, you'll play a critical role in supporting our Customer Service Department (CSD) by investigating and responding to complex customer complaints on all web & social platforms. You'll strive to resolve customer concerns and complaints, recommend solutions, and guide users of our new and existing features and functionalities.

• *Key Responsibilities**

As a Customer Advocate, your key responsibilities will include:

• Monitoring customer complaints on social media and third-party review sites, and communicating to promote careerzynith's brand voice and mission
• Prioritizing relevant social channel reviews and preparing to follow up via phone, email, etc.
• Identifying customer needs and helping customers use specific features, understand our products, and maximize their success with our products and services
• Representing careerzynith through social channels and third-party review sites to respond to customer concerns, ensure their issues are resolved, inform about new features and functionalities, and share any feedback with our internal departments
• Updating the internal database for customer complaints with detailed information and resolution to track and report
• Analyzing and reporting service issues and product malfunctions, as well as flagging identified trends and patterns of complaints
• Assisting in training junior Customer Advocates when needed
• Additional tasks may be assigned such as process / service improvements to management based on key complaint themes, share feature requests and effective workarounds with various members

• *About You**

We're looking for an experienced Customer Advocate who possesses:

• Strong written and verbal communication and analytical skills
• Experience and interest in managing communities on Social Media (FB, IG, LinkedIn, YT, Twitter, 3rd Party Review sites, etc.) and knowledge of social media tools (Buffer, Hootsuites, Percolate, etc.) is a plus
• At least 2-4 years of customer-facing role experience
• Excellent work ethic, high productivity, acute attention to detail, strong follow-up skills, and a strong sense of accountability and ownership
• Interest or experience in innovative financial services is a plus
• High School diploma required. Bachelor's degree is a plus

• *careerzynith's Commitment to Diversity and Inclusion**

At careerzynith, we're committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that diversity and inclusion are essential to our success, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. We're an equal employment opportunity employer, and we welcome applications from diverse candidates who share our passion for making a difference in people's lives.

• *Career Growth Opportunities and Learning Benefits**

As a Customer Advocate at careerzynith, you'll have the opportunity to grow your career and develop your skills in a dynamic and supportive environment. We offer a range of learning benefits, including:

• Ongoing training and development programs to help you build your skills and expertise
• Opportunities to work on high-impact projects and contribute to the growth and success of our business
• Collaborative and inclusive team environment that encourages open communication and feedback
• Flexible work arrangements to support your work-life balance and well-being

• *Compensation, Perks, and Benefits**

We offer a competitive compensation package, including:

• Competitive salary and bonus structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible work arrangements, including remote work options
• Access to our state-of-the-art technology and tools
• Opportunities for professional development and career growth

• *How to Apply**

If you're a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

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