Customer Success Associate - Bank

| Greater LA Area
Dave is the finance version of David and Goliath taking on the big banks. A financial friend to the millions of Americans who use the app, Dave helps with budgeting, building credit, finding work and accessing money to cover immediate expenses before payday. Instead of mandatory fees, Dave lets users pay what they think is fair through a ‘tip’ based model. Dave users plant a tree for each % tip they leave when taking an advance, resulting in tens of millions of trees planted.
We are choosing to build a quality team vs a large team. You will be a formative part of our company culture moving forward. To that point, we want someone that can take ownership of a project from beginning to end and can do it on their own. We’ll be there to support you but not hold your hand.
Sure, we’ve checked all the boxes you’d expect from a fast-moving startup, but the best thing we can offer you is a supportive environment for learning and opportunities for personal/professional growth.
About the Role
We are look for a helpful and friendly Customer Success Associate to be a part of a new innovative team at Dave. You’ll be guiding our users through the app and reporting disputes along with relaying valuable feedback to help build the best bank experience possible. Most interactions will be over the phone, so you must love chat.

Key Responsibilities

  • Assists users with banking inquiries via phone, email and/or chat regarding disputes, using the mobile application, and other questions.
  • Keeps records of customer interactions or transactions, records details of inquiries, complaints, or comments, as well as actions taken, using ZenDesk.
  • Assesses Bank members’ advance eligibility.
  • Possess expert Bank product knowledge and educates members on using the app.
  • Follows up with members regarding negative survey feedback.
  • Works with CS Team Leads to identify and triage system errors and bugs.
  • Identify and report fraud.
  • Responsible for protecting sensitive consumer data and handling fraud concerns.
  • Refer unresolved issues to appropriate departments for further investigation.
  • Obtain and examine all relevant information to assess the validity of issues and to determine possible causes.
  • Assess occasions when tickets require escalation and doing so in a timely manner.
  • Ensure member satisfaction through high quality interactions and offer ways to appease members as applicable.

Experience Required

  • Excellent written and verbal communication skills and ability to adapt tone to company brand
  • You’ve been in mobile app, banking, or comparable support for 4+ yearsHigh School graduate and/or equivalency required. Some college preferred.
  • Must be experienced with and excited about supporting Dave members over the phone.
  • Experience with email and chat support required. Comfortable working in a dynamic environment that requires adaptability.
  • Good critical thinking and problem-solving skills.
  • Applicable Technologies: Zendesk (or comparable).
  • Available to work shifts during Customer Success office hours Monday - Friday, 6am - 6pm Pacific Time.

Benefits & Perks:
· Premium Medical, Dental, and Vision Insurance plans
· Insurance premiums 100% covered for you and your dependents
· Competitive salary and equity compensation packages
· Generous and flexible PTO
· Catered lunch 3x/week
· Voluntary life insurance plan
· Voluntary worksite benefit plans for accidents, critical illness and hospital indemnity
· Flexible work hours
· 401(k) savings plan
· Central location
· Generous paid parental leave
· 1UP Wednesdays where you can teach or learn something new from a fellow Dave
· An open and fun office space with room for socializing - outside patio, hammock, and basketball hoop
· A collaborative environment with opportunities for learning and growth
Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • React NativeLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

1265 S Cochran Ave., Los Angeles, CA 90019

An Insider's view of Dave Inc.

What’s the vibe like in the office?

We've got a pretty fun-loving, eclectic group in the office. Everyone comes from totally different backgrounds and is unapologetically themselves, which I love.
People here also care a lot about what they do. I feel like I'm able to go to anybody on the team for help solving a problem. It's an atmosphere of open communication and collaboration.

Ryan

Software Engineer

How do you collaborate with other teams in the company?

The Engineering team at Dave is extremely collaborative. Our open office plan allows for constant communication and feedback. Our mobile app developers are spread out across multiple teams within Engineering, but we all work on the same code base. We have bi-weekly “syncs” to go over any new conventions in our code, and to discuss new ideas.

Lauren

Tech Lead

How has your career grown since starting at the company?

It was amazing coming into a company with leaders that provided me with the tools and guidance to set me up for success, and then let me run with it from there.

Dave has empowered me to drive the change I wish to see, and that has come with the opportunity to scale my own team to push the boundaries of the status quo.

Jackson

Marketing Manager

How has your career grown since starting at the company?

I was lucky to join Dave as the first QA engineer back in April 2018 and have been extremely supported by engineering leadership since the beginning which enabled me to grow into a QA Manager role & eventually transition into Project Management! I've always imagined myself in the role I am in today as a PM, thanks to the amazing team at Dave.

Lena

QA Manager and Project Manager

What are Dave Inc. Perks + Benefits

Dave Inc. Benefits Overview

- 100% Paid premiums for medical, dental and vision insurance plan for you and your family
- Unlimited PTO
- Catered lunch 3x/week
- Generous equity
- Generous paid parental leave
- Flexible work hours
- Open and collaborative environment

Culture
Volunteer in Local Community
Partner with International Rescue Committee for annual gift drive. Host regular coding meetups with St Joseph's Center Code Talk
Partners with Nonprofits
Dave has planted over 8 million trees through its partnership with Trees.org. We've also recently partnered with Feeding America to help provide meals.
Friends Outside of Work
Eat Lunch Together
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Highly Diverse Management Team
The leadership team at Dave is nearly 50% female.
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Best PPO Insurance in town
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Acme Co. hosts lunch and learn meetings weekly.
Cross-Functional Training Encouraged
Promote from Within

Additional Perks + Benefits

There is a lot of freedom at Dave to create and implement your own career plan. Management truly cares that Daves are developing as professionals.

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