Consumer Money Support Specialist, Tier 2

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Own complex Consumer Money cases end to end, including disputes, cash account application reviews, account locks, fraud-related issues, debit card problems, closures, and nuanced On-Demand Pay cases
• 2
  Prioritize work against critical compliance timelines, including the 5-business-day dispute review window and the 14-calendar-day Cash Accounts Application SLA
• 3
  Investigate thoroughly and apply sound judgment to escalate risk quickly when customer funds, compliance requirements, or banking partner expectations may be impacted
• 4
  Act as the Tier 2 escalation layer from Tier 1, using deep product knowledge and routing judgment to handle high-complexity work and correct misrouted cases
• 5
  Partner with Risk, banking partners, and internal CX teams to resolve cases and drive workflow improvements
• 6
  Strengthen queue health by identifying aging work, unassigned cases, routing issues, and process gaps
• 7
  Use AI tools to accelerate case research, surface patterns in member issues, and improve documentation quality

RequirementsAI-extracted

• 3+ years of experience in customer support, financial services operations, or banking operations, with a track record of independently owning escalated or complex cases
• Hands-on experience with dispute resolution, fraud investigation, or regulated financial products such as banking, fintech, or credit unions
• Experience supporting customers across written and live channels, including email, inbound phone, outbound phone, and chat, with the ability to adapt communication style to the situation and member need
• Strong judgment in ambiguous, high-stakes, and time-sensitive scenarios, with a clear understanding of when to escalate risk and when to take ownership through resolution
• Clear and precise communication skills, with the ability to document cases accurately, build customer trust, and collaborate effectively with Risk, banking partners, and internal teams
• Proficiency with case management systems such as Salesforce or similar platforms, plus the ability to use AI thoughtfully for drafting, summarizing case history, organizing notes, and accelerating research while critically reviewing outputs for accuracy, tone, bias, empathy, and compliance

Perks & BenefitsAI-extracted