Customer Service & Operations Associate

About Us:

Capitalize is a mission-driven company solving critical problems in the $20 trillion retirement savings market with delightful products, scalable technology, and a world-class team.

At our core, we’re helping Americans better save for retirement by modernizing the $1 trillion in retirement account transfers (401(k) rollovers) that happen annually and currently involve manual, paper-based processes. By doing so, we’re assisting the almost 20 million Americans who change jobs each year with a 401(k) do the right thing with their assets rather than lose them to fees and taxes.

We’ve raised $35mm from leading venture capital investors including RRE Ventures, Canapi Ventures, Greycroft, and others, and we’ve been recognized as one of TIME’s 100 Best Inventions and by Forbes as one of the Top 50 Fintech Companies in the US.

About The Role:

Saving for retirement is hard, with lots of friction and confusion. As a Customer Service Specialist, you’ll play a key role in helping our customers consolidate their retirement accounts. You’ll be critical to ensuring customers have a great experience with us and end up with more confidence in their long-term finances. You’ll also be an advocate for the customer and share customer feedback with our product & engineering teams to inform our product roadmap. We’re a small team and moving fast -- you’ll work directly with all members of the company.

What You’ll Do:
• Guide customers through the Capitalize rollover experience and answer their questions through chat, e-mails, and phone calls
• Become an expert on 401ks, rollovers, and IRAs
• Communicate with financial institutions and employers on behalf of customers to help with their transactions, where necessary
• Contribute to our internal knowledge-base and external FAQs based on customer questions/comments
• Synthesize customer feedback and share with other team-members

What You'll Bring:
• 4+ years of relevant experience in a customer service or client-facing role
• Experience working in the financial industry, preferably with FINRA licenses (e.g Series 6, 7)
• Strong interest in helping people achieve their financial goals
• Familiarity with customer service best practices and tools
• Ability to work flexible hours if necessary to solve customers’ problems
• Experience at a startup or similar fast-paced organization, a plus

Benefits We Offer:
• Remote friendly anywhere in the United States with an office space in New York City
• Competitive compensation package (annual salary of $45,000-$52,000) and equity in the company
• Medical, dental, and vision insurance, with 100% premium covered for staff and 50% for dependents
• 401k plan access
• 12 weeks of fully-paid parental leave

We’re a mission-driven company focused on doing what’s right - for our customers and for our team. That means assembling a group of diverse, hardworking people who want to be their best in a setting that’s open and inclusive for all. We’re committed to diversity in both measurable terms (e.g. gender, race) and across other dimensions like skill sets and experiences. We believe that a diverse, equitable and inclusive company enriches our professional and personal lives. If that speaks to you, we want to meet you. Come help us build!

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