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Customer Service Rep

Jacksonville, FL

Employee Applicant Privacy Notice

Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here.  Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.

Customer Service Representative 1

 

The CSR S1 role within the Customer Service organization is a dynamic role that provides consistent customer experience and complex problem solving opportunities. The role serves as a value add to our clients and their customers. A Galileo Customer Service Representative will be responsible for providing best in class service by responding to Inbound inquiries concerning debit card transactions, products, services, disputes, fees, billing errors, payments, or any other requests related to the Galileo products; and act as a rapid response unit for special projects as assigned. 

Responsibilities: 

  • Assist customers with issues that they may be having with their account
  • Take inbound calls for mobile wallet provisioning, navigate knowledge management tools (scope), CST and handle general customer service inquiries with limited assistance from supervisors 
  • Understand and evaluate customer questions in a 1-call resolution
  • Take ownership of member inquiries and foresee causes of additional inquiries 
  • Ability to deescalate inquiries and be genuinely empathetic in conversation with customers

Experience & Required Skills: 

  • Prior Call Center experience
  • Strong individual performance with no attendance issues, corrective action plans or performance improvement plans in place 
  • Quality core of 85%+ on calls 
  • A High School Diploma or GED shows that you can stick to something or show the fortitude to finish a difficult task.
  • Thorough and accurate in all you do so the customer and agent have the correct information. By paying attention to detail, call volume is reduced so the customer won't have to call back to resolve the same issue.
  • Must be able to pass a criminal background check

Nice to have:

  • Bilingual Candidates that are fluent in Spanish and English
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. 
 
This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.
 
Benefits
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!
 

US-Based Base Compensation

$17.55 - $19.50 USD

Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
Galileo is committed to embracing diversity. As part of this commitment, Galileo offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

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Demographic: LATAM

SoFI invites candidates to voluntarily self-identify their race or ethnicity, gender, and/or veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment or otherwise affect your employment application. The information obtained will be kept confidential and may only be used to measure our diversity and inclusion efforts. When reported, data will not identify any specific individual.

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