Customer Operations Associate

| Greater NYC Area | Remote
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About Betterment

Betterment is a technology-driven financial services company that offers services for spending and saving, alongside its core investing and retirement solutions. Since 2010, Betterment has had one mission: to help people make the most of their money so they can live better lives. Using cutting-edge technology, Betterment empowers its hundreds of thousands of customers to manage their money – for today, tomorrow, and someday – through personalized, expert advice; automated money management tools; and tax-smart strategies that help keep taxes low. Learn more www.betterment.com.

About the Role:

At Betterment, our Customer Operations team manages the intersection of client requests and internal operations. There is no job too big or too small for us; we are focused and we always strive for excellence by providing detailed and prompt attention to the most complicated customer situations.

You are a process-driven individual who loves checking items off your to-do list. You are always thinking of ways to make complicated processes and internal communications more efficient, while keeping tabs on the big picture. You have a knack for assessing risky situations as well as navigating grey areas. You are empathetic and comfortable with helping our customers navigate difficult life events.

You are extremely detail-oriented with a passion for organization. You are a strong communicator who enjoys interacting with other people to address any issue that comes your way. You enjoy being a subject matter expert and are eager to share your expertise with others across the organization. You are excited to support internal/external partners and play a crucial role in keeping our business growing and running smoothly.

This role is remote eligible. Colorado has an annual starting salary of $45,000, a competitive equity package, health, dental and vision benefits, and a 401(k) offering. This job may also be eligible for variable compensation in the form of an incentive bonus. The actual pay may be higher depending on your skills, qualifications, and experience. 

A Day in the Life:
  • Collaborate with both our Customer Experience and Broker Dealer Operations teams to address specialized customer inquiries and cases. 
  • Interact directly with customers to resolve operational inquiries. 
  • Review and analyze documents related to transfers, trusts, subpoenas, estates and divorces. 
  • Partner with the Customer Experience team on operational topics to provide a unified customer experience. 
  • Create and maintain training materials and process documents.  
  • Serve as a reliable resource for the Customer Experience team across various channels, such as Slack and Asana. 
  • Troubleshoot daily customer issues, while identifying root cause and collaborating with teams across the business to implement fixes as needed. 
What We’re Looking For:
  • Prior experience at a bank/financial institution in customer service or operations
  • Proficiency in Google Suite applications
  • Detail-oriented mindset and excellent organizational skills
  • Ability to learn quickly and problem solve on the fly with little guidance
  • Good intuition and ability to assess unclear situations with limited information
  • Strong communication skills with the ability to interact with customers and stakeholders empathetically
What Being at Betterment Means for You:

Joining Betterment means belonging to a community of folks passionate about change, being on a team that cares for your well-being, and continuing on a journey of non-stop growth and evolution. 

You’ll join a Community that Cares: 

  • Betterment is a place to bring your best self. We welcome families (and pets) for all our activities such as lunches, company retreats, and celebrations. 
  • Make meaningful connections with your peers through interest groups, sports clubs, social events, meetups, and regular knowledge sharing, all occurring in a remote friendly way.
  • Join one or more of our 8 Employee Resource Strategy Groups as a member or an ally, and help us shape Betterment’s culture and product for years to come.

You’ll stay Happy and Healthy:

  • We will ensure you're set up and cared for with a customizable workstation, enrollment in our 401(k) service, flexible parental leave, annual gym reimbursements and a whole suite of thoughtful benefits. 
  • You’ll have unlimited paid personal and vacation days, and a team that cares about your whole life, not just what you’re working on.

You’ll Learn & Grow:

  • Enhance your skills and abilities through Betterment University courses and additional allowance for outside learning. 
  • As part of a team that values knowledge sharing and transparency you can opt into mentoring and career coaching programs, weekly company meetings, and show & tells.

Please note that Betterment is dedicated to providing accommodations to candidates with disabilities. If you need accommodations at any point throughout the interview process, please reach out to [email protected] 

What Happens Next?

We expect to take a few weeks to review all applications. If we would like to spend more time with you, you will hear from us to arrange next steps. You can expect 3-4 sets of conversations, all remote, with your future colleagues in the weeks following your application.

Throughout the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our interview questions will be behavioral, aimed at understanding how you might operate here at Betterment. We may ask you to complete a case study exercise or technical assessments, depending on the role, as we aim to collect a robust set of data points throughout the interview process.

On average, it takes us around 4-6 weeks to complete the interview process. As a best practice, we aim to interview at least 3 final round candidates before making a hiring decision. 

Please note that we’re unable to offer individual feedback during the interview process. We usually see 1,000+ applications for open positions, and our hiring team simply doesn’t have the bandwidth to offer personalized feedback to each candidate. 

We recognize that interviewing for a new role is a big deal. We appreciate you giving us consideration as the next step in your career. Our Recruiting Team is here to support and advocate for you through the interview process, so please let us know how we can help. 

Come join us!

We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law. 

#LI-Remote #BI-Remote
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
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    • ReduxLibraries
    • RubyGemsLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • BootstrapFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AirflowDatabases
    • RedshiftDatabases
    • RAnalytics
    • TableauAnalytics
    • SQLAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MandrillEmail

Location

We're centrally located in Manhattan right next to Madison Square Park. Enjoy all the great eats and a nice stroll around the park.

What are Betterment Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Betterment offers onsite yoga and bootcamps once a week for employees. We also have various team activities (e.g. soccer) that folks get together and play.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
We host an annual summer trip for the entire company and bring in everyone from all our locations to hang out and play fun games (if you want).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 31 days of paid sabbatical after their first 6 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide lunch three times a week on Monday, Wednesday and Friday. Lunch is curated by our in-house chef to be both seasonal and take note of dietary restrictions.
Happy Hours
Pet Friendly
Fitness Subsidies
Betterment reimburses employees up to $900/year for fitness services.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
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