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:

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 SVP of Client Success, 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.

What you’ll do…

• Efficiently respond to all inbound phone, email, and chat inquiries 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 Financial/Banking Contact Center/Call Center environment is required.
• 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 the 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…

• Communicate directly with honesty and respect.
• Opportunities for career growth and development.
• Impactful work that makes a difference in people’s lives.
• Collaborative and supportive work environment.
• Hybrid remote and in-person work setup.
• Cell phone and internet stipends are provided for home office setup.

Join us at Plinqit and be part of a dynamic team driving innovation in financial technology, where your contributions directly impact the customer experience.

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-office as needed and for training, meetings and presentations.