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Senior Associate, Client Service

New York, New York

About Us

Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P and more.

About the Role

As a Senior Associate on the Client Service Team, you will play a crucial role in ensuring our clients receive effective and efficient support and guidance. You will be responsible for resolving and addressing complex inquiries and escalations, ranging from technical bugs to service gaps. Beyond that, you will help drive initiatives that enhance the overall client experience, providing recommendations for improvements, highlighting problem areas, and testing new processes and protocols. This is an exciting opportunity to help raise the standards of customer service and experience at a growing company and play a key role in building and improving experience processes and protocols. 

This role is based out of our New York City office 5 days a week. 

Responsibilities

  • Customer issue resolution: Resolve customer issues via chat, phone, and email. Manage escalated issues requiring effective communication, clear judgment, and critical thinking. 
  • Process improvement: Identify gaps in service and product delivery, recommend improvements, and help implement streamlined processes to improve service efficiency and quality. 
  • Data-driven insights: Analyze client feedback and engagement metrics to identify trends and problem areas.
  • Cross-functional collaboration: Effectively collaborate with other teams—Compliance, Fraud, Engineering, Product, Data—to resolve complex issues and drive process improvements. 
  • Feedback & training: Continuously train and support Associates on the team with guidance on issue resolution. 

Qualifications

  • Bachelor’s degree.
  • 3+ years of experience in client-facing roles and operations in fintech
  • Proven track record of managing complexities and escalated issues
  • Strong analytical skills with an ability to interpret observations and data to make informed decisions
  • Excellent communication skills with a knack for articulating complex concepts clearly
  • Ability to thrive in a fast-paced environment and ambiguity, demonstrating adaptability and a proactive approach to problem-solving 
  • Comfort with finance concepts and products: banking, credit card programs, accounting 

Our people are our most valuable asset. The salary range for this role is $95,000 - $110,000. Base salary may vary depending on relevant experience, skills, geographic location, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.

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