About Deserve:
Deserve is a venture-backed startup building a modern credit card platform. We are a hard-working group of talented employees who are bringing credit cards into the 21st century. Through a digital-first, mobile-centric, highly configurable credit card solution, Deserve is powering the future of fintech. Using machine learning and alternative data, Deserve partners with universities, associations, financial institutions, fintechs, and modern consumer brands to develop, rapidly deploy and power white label and co-branded credit card programs for any audience. Deserve is a venture-backed fintech company whose investors include Goldman Sachs, MasterCard, Visa, Sallie Mae, Accel, Pelion Venture Partners, Aspect Ventures, and Mission Holdings.

As a start-up, we offer an exciting opportunity to work on a small team, where you can see the impact of your work! We are constantly growing, which means there is a lot of career mobility. We have a fast paced environment, so there is never a boring day at the office! We offer a very competitive benefit package with PTO, Sick time, and much more! Plus, 10 paid holidays, an on-site gym, and a stocked break room!

Operations Objectives:

• Provide excellent customer service across all contact channels
• Adhere to given schedule to ensure adequate staffing and meet operational demands
• Complete assigned operational tasks within targeted service level
• Provide training & collaborate with CSR on procedures
• Serve as a Subject Matter Expert across all partners and programs
• Escalate any trends or knowledge base gaps to supervisor and/or senior peers

Personnel Objectives:

• Create a personal development plan for continued learning and growth
• Complete assigned trainings in a timely manner
• Be a customer service hero to all customers

Key Responsibilities:

• Act as a primary point of contact for payment discrepancies
• Ensure all credit card payments are reconciled with bank records on a daily basis
• Drive payment issues to resolution from beginning to end, working with Finance Department, Credit Department, and Customer service department to troubleshoot and resolve issues in a systematic and timely fashion
• Communicate results to proper group and correct payment record as instructed
• Work with internal departments and external vendors to identify and analyze potential, suspected, and current card and payment fraud to formulate recommendations and prevent future loss
• Perform root cause assessments for payment incidents and provide recommendations for improvement
• Collaborate with other departments to build out critical procedures, automate routine work where possible, and address longer-term or recurring issues
• Assist with documenting procedures and policies
• Handle all remote deposit and lockbox check payment processing
• Process stop payment requests and chargebacks reported from the Finance Department
• Investigate and handle unprocessable check payments from our payment processor and bank (multi-remit, unacceptable payee, etc.)
• Answer and respond to escalated customer contacts via phone/email
• Implement coaching and feedback to improve contact quality
• Adhere to operational and compliance procedures
• Complete assigned operational tasks and procedures within targeted service level, including:
• Debt Settlement/Hardship Plan Requests
• Bankruptcy Processing
• Returned Mail Processing
• Other duties as assigned

Minimum Qualifications:

• 3+ years customer service experience
• 1+ years bankruptcy experience
• 1+ years banking experience
• 1+ years call center experience

Flexible schedule between the hours of 7:00am-7:00pm

Starting out Part-time, but could potentially turn into Full-time

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Must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S. based jobs.

Job Type: Part-time

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