ABOUT PLINQIT

Plinqit is a leading FinTech company headquartered in Ann Arbor, Michigan, dedicated to empowering banks and credit unions across the nation with innovative solutions for customer attraction and retention. We foster a collaborative culture that values hard work and emphasizes kindness and authenticity. We believe in a healthy work-life balance. For more information, visit info.plinqit.com.

Position Summary:

We are looking for a customer care rep with experience working in a call center to join our team! As a Customer Care Representative at Plinqit, you will play a pivotal role in delivering exceptional customer service to our end users that sets us apart from our competitors. Reporting to the Chief Customer Officer, you will serve as a vital link between our clients and the end users, providing support across various communication channels to ensure a seamless banking experience. This role requires available work hours to cover a 9 AM – 6 PM (PT) work day.
NOTE: It can be in any time zone as long as the 9 AM – 6 PM Pacific hours are covered.

What you’ll do…

• Efficiently respond to all inbound email or chat inquiries (80%), as well as phone inquiries (20%) regarding digital deposit products while upholding service-level agreements and regulatory requirements.
• Guide end users through account opening procedures, ensuring compliance with regulatory requirements and security protocols.
• Assist end users in linking their accounts to external banking or financial institutions and resolving technical or procedural issues.
• Document all interactions according to standard operating procedures.
• Utilize strong communication and problem-solving skills to address end-user inquiries effectively.
• Maintain a good understanding of account maintenance, online banking, and ACH policies.
• Stay updated on Plinqit products, financial industry trends, and technology developments to provide accurate information to end users.

A few of the questions you may receive as a customer care representative are the following:

• “Can you provide me with assistance with transferring funds?”
• “Can you assist me with setting up automatic withdrawals?”
• “When will my funds be available?”
• “How much interest will I earn on my balance?”

You will do this using your…

• Previous experience in a Contact Center/Call Center environment is required.
• Previous experience in finance or banking is preferred.
• Familiarity with account opening procedures, electronic money transfers, and linking external accounts is preferred.
• Knowledge of banking regulations, data protection laws, and customer service best practices is advantageous.
• Effective verbal communication skills and ability to navigate multiple systems/online applications.
• Proficiency in using Hubspot Service Hub, Jira, Aircall, or similar service programs.
• Proficiency with the Mac operating system is essential for this role.

Key Performance Indicators (KPIs):

• Response time to end-user inquiries.
• Customer satisfaction scores.
• Resolution rates for resolving end-user issues efficiently and accurately.

You’ll love working here if you…

• To work with a cutting-edge fintech solution, expanding your own banking industry experience or get into the fintech industry
• To communicate directly with honesty and respect.
• Opportunities for career growth and development.
• Impactful work that makes a difference in people’s lives.
• A collaborative and supportive work environment.
• Hybrid remote and in-person work setup.
• Cell phone and internet stipends are provided for home office setup.

You’ll love working here because…

• Significant employer-paid contribution to medical, dental & vision insurance
• A fast-paced and collaborative environment
• Competitive compensation
• Generous PTO/sick leave, including up to 3 weeks in year one, up to 4 weeks annually, depending on length of employment
• Paid maternity & paternity leave
• Fitness reimbursement plan
• Access to our Employee Assistance Program
• Remote & flexible work culture
• A fun fintech team that values work-life balance, kindness, and authenticity
• Stock options in a well-funded organization
• 10 paid holidays + floating holidays

Plinqit is located in Ann Arbor, Michigan.
This role offers a hybrid working arrangement. It provides the flexibility to work remotely, coupled with the opportunity to be in the office as needed for training, meetings, and presentations.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.