Member Success Specialist Iii

3 months ago

London, United Kingdom Credit Karma Full time

Banking services provided by MVB Bank, Inc., Member FDIC

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
- 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

**Equal Employment Opportunity**:
Credit Karma is also committed to a diverse and inclusive work environment because it is the right thing to do. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

**Privacy Policies**:
Credit Karma is strongly committed to protecting personal data.

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