Operations Associate - Phone Support

ABOUT ROCKET MONEY🔮 Rocket Money’s mission is to meaningfully improve the financial prosperity of millions of people. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey. Please note: The schedule for this role is Monday - Friday (9am-5:30pm Pacific Time Zone) ABOUT THE ROLE 🤹‍♀️ • Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support • Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently • Resolve unique situations and improve workflows to account for new or uncommon issues • Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues • Communicate complex financial topics clearly and confidently over the phone ABOUT YOU 🦄 • You have an interest in personal finance and a desire to see others succeed in managing their money. • Excellent verbal communication - You speak clearly, listen actively, and put members at ease over the phone. • Empathy De-escalation - You stay calm under pressure and know how to turn a frustrated caller into a satisfied member. • Great Written Communication - Your writing is also strong for follow-up notes and cross-channel support. • Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarily. • Workflow Management - You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channels. • Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve. • Prior phone-based customer service experience in a B2C tech or financial services company is a plus! WE OFFER 💫 • Health, Dental Vision Plans • Life Insurance • Long/Short Term Disability • Competitive Pay • 401k Matching • Team Member Stock Purchasing Program (TMSPP) • Learning Development Opportunities • Tuition Reimbursement • Unlimited PTO • Daily Lunch, Snacks Coffee (in-office only) • Commuter benefits (in-office only) We are committed to setting every new hire up for success. All new team members will participate in a structured, hands-on training period designed to build confidence and ensure alignment with role expectations. The program includes clear milestones, regular progress check-ins, and direct feedback. Progress will be closely monitored to confirm that key skills and responsibilities are being met within the training timeline. Our goal is to provide the clarity, resources, and accountability needed so that success in the role is both achievable and measurable. Additional information: Salary range of $22 - $24/hour + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience. This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.