BBVA Compass

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CUSTOMER SUCCESS LEAD

at BBVA Compass

Posted: 7/19/2018
Job Reference #: 115987
Categories: Other/General

Job Description

  • Job ID
    2018-115987
    Site Name
    CA-SAN FRANCISCO-SF REP OFFICE
    Category
    Upturn
    Work Location
    US-CA-SAN FRANCISCO
    FLSA Status
    NON-EXEMPT
    Type
    FULL TIME
  • Overview

    BBVA is a global financial group with more than 135,000 employees and 67 million customers across 35 countries. BBVA is on a mission to be the world's #1 digital bank and is building the foremost digital banking franchise worldwide.
     
    BBVA’s New Digital Businesses (NDB) team is a global business unit that is disrupting the banking and financial services industry by investing in, partnering with, building, and acquiring fintech start-ups. With offices in Madrid, San Francisco, Hong Kong and London, NDB is a key piece of BBVA’s global innovation initiative. Through NDB, BBVA has acquired Simple (US), Holvi (Finland), and Openpay (Mexico). It owns a substantial stake in Atom (UK). It invests in fintechs like Prosper, Personal Capital, and Coinbase through its venture capital arm, Propel Venture Partners. And it is incubating a number of cutting-edge fintech start-ups including Azlo (SMB banking), Denizen (banking for expats), Covault (digital identity) and Muno (insurtech).
    Visit us at https://www.bbva.com/ndb/
     
    The global BBVA New Digital Business team is developing a new autonomous business venture focused on helping customers understand and improve their credit. Join a startup team with ambitious goals for a new platform that will make a positive impact on people’s financial lives.
     
    Upturn is a personal credit improvement and education platform that helps you understand your credit report and resolve credit issues. For customers who have recently been declined or considering applying for credit, Upturn’s personalized credit building and repair tools help them qualify for better rates and discover alternative credit options. For bank partners, Upturn’s platform provides an alternative to the traditional turndown or declined credit application.
     
    Our vision is to create new opportunities for people to actively participate in the U.S. credit system.

    Responsibilities

    What to expect:

    • Daily opportunities to delight users and have a positive impact on their financial lives.
    • Help build a financial technology platform that is both meaningful and practical.
    • Autonomy to make key decisions without bureaucracy.
    • Work directly with users to solve problems; doing whatever it takes to deliver a positive experience.
    • Collaborate closely with others like you who have a bias for action and strong work ethic.
    • Uncover insights that improve our digital products and build trust.
    • Balanced and flexible working environment.

    Qualifications

    What you bring:

    • Min. 2 years customer service experience both on- and offline using modern ticketing, content management, and QA systems
    • Min. 2 year experience interfacing with software engineering and product teams to resolve customers’ problems in a customer support environment
    • Experience performing deep root cause analysis of escalated tickets and customer outreach
    • Proven ability to work well with internal stakeholders and external customers
    • Reputation for integrity and a sense of ownership in everything you do
    • Ability to stay organized, multi-task, and stay cool under pressure
    • Genuine desire to make customers happy and going above the call of duty when possible
    • Familiar with agile and scrum development philosophies, ability to work with and influence software engineers a plus
    • Experience in fintech of personal finance a plus
    Not ready to apply? Connect with us for general consideration.