French Speaking Credit Specialist

2 weeks ago

London, United Kingdom Credit Karma Full time

As a Member Success Specialist III, you will serve as a support resource and contact point for Credit Karma products and services. Be detail oriented, tech-savvy, member-focused, flexible & adaptable and actively take ownership of small tasks and big projects with the same positive attitude. You will be an escalation point to resolve complex and/or priority member success issues, while carrying out root cause analysis on trends, and improving internal processes to deliver a member centric experience.
What you'll do:
Develop a strong knowledge and understanding of Credit Karma verticals, services and products to provide consistently excellent support to our members
Have an understanding of dealing with requests from members of a regulatory nature such as GDPR data requests or complaints ownership
Respond to member requests via email, live chats, social channels and/or phone support
Identify, gather feedback and communicate key user issues and trends as appropriate and effectively communicate issue resolutions or updates to internal stakeholders
Working with a number of stakeholders eg, Compliance & Legal Team, Product team and Engineering team to deliver a comprehensive investigation for escalated queries/ complaints to CK members
Contribute to Credit Karma’s knowledgebase and Help Center articles to ensure relevancy and develop robust internal and member-facing resources
Resource for front-line service center support teams and Tier I Specialists to ensure that escalations are handled appropriately and in an efficient manner
Take ownership and perform root cause analysis of trends and continually look for and identify opportunities to improve member or team experience
What's great about the role:
You’ll be part of a company that has the potential to positively affect millions of people
The work you do will have significant impact and visibility across Credit Karma
This role brings the best of both worlds: the experience of growing early-stage products and businesses with the support of a successful later-stage internet company
Working with different stakeholders within business and being a key asset to the MS team
What we are looking for:
~ Fluent in French
~3+ years of member success/customer service experience, financial institution preferred
~2+ years experience using a ticketing platform like Salesforce, Zendesk, Desk, etc. strongly preferred
~2+ years of complaint handling experience within a member success/ customer support roles strongly preferred

What we would like to see:
Demonstrable experience in identifying and investigating complaints in a regulated environment (Preferred)
Utilizing M.I to report on complaint data and conducting root cause analysis
Flexible and positive in a rapidly changing environment
Has experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA), and data analytics to perform day-to-day support optimization and prioritization
Experienced with Microsoft Office and/or Google documents/slides/spreadsheets
Highly motivated by your personal and career goals and committed to company success
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