Full-Time Wallet Support Associate

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia.

We are seeking a Wallet Support Associate to join our Operations team at Real. The Wallet Support Associate acts as a vital liaison between agents and various specialty departments, fostering collaboration and ensuring seamless communication. This role involves addressing agent inquiries and facilitating problem resolution with our wallet product offering.

Duties/Responsibilities:

• Answer questions about our wallet product offering submitted by Real Estate Agents.
• Ensure adherence to all regulatory guidelines in resolving customer issues and processing requests.
• Collaborate with compliance and risk teams to alert regarding potential regulatory risks related to customer service operations.
• Work with the Agent Experience Support Team to answer agent tickets and emails, helping them achieve positive business outcomes via software and services.
• Conduct remote (Zoom/Google Meet) product and program training and meetings with agents.
• Proactively identify agent needs and work with team and manager to develop solutions for continuous improvement.

Required Skills/Abilities:

• Real passion for serving agents trying to grow their businesses.
• Strong written and verbal communication and presentation skills; excellent listening skills.
• Strong problem-solving and analytical skills; quickly formulates solutions that deliver real business value.
• A keen eye for detail.
• Multi-tasking skills.
• Interest in new software and cutting-edge programs in the real estate landscape.

Education and Experience:

• B.A. or B.S. degree preferred.
• 2+ years of previous experience in fintech customer service pertaining to banking as a card service.
• General understanding of KYC and KYB process and procedures.
• Debit card processing including authorizations, clearing, settlement, disputes, chargebacks, complaints, etc.

Preferred Skills:

• Bilingual, with Spanish preferred.
• Experience with customer service systems like Zendesk.
• Experience with Google Suite.
• Technically savvy with an ability to learn new technologies quickly.

Physical Requirements:

• Sit for long periods of time.
• Lift a minimum of 20 pounds.

What is the last date for applying to the job?

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