We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.
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JOB DESCRIPTION
Location Requirement
This role is required to work in the Blue Ash, OH office.
Monday-Friday 8:00am-4:30pm EST
Job Summary
As the Bilingual Corporate Resolutions Specialist, you will be responsible for resolving the most escalated customer-initiated issues to the highest professional standards. Using your excellent customer service skills, you will have the opportunity to advocate for our customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
You might be the right match for this role if:
You have a passion for customer service and enjoy finding solutions.
You enjoy demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible
You are excited to advocate as the “voice of the customer”.
You have the ability to work independently and follow directions related to your job with little follow-up by your manager.
Key Responsibilities
Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
Support Green Dot employees and executives with resolving customer issues.
Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
Perform other duties as assigned.
Required Qualifications
Minimum 3 years of customer service experience.
Bilingual skills (Spanish/English)
Ability to communicate effectively with all levels of management and company personnel.
Demonstrated negotiation and conflict management skills.
Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
Preferred Qualifications
Previous corporate escalations or higher tier experience desired.
Exceptional problem-solving and organizational skills
Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**
POSITION TYPE
RegularPAY RANGE
The targeted base salary for this position is $36,200 to $55,300 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.
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We’re Here to Support You—Accommodations Upon Request
Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.
Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.
Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.
Green Dot Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Green Dot Corporation and has not been reviewed or approved by Green Dot Corporation.
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Healthcare Strength — Medical, dental, and vision start day one, supplemented by free virtual care, health advocacy, second‑opinion services, wellness incentives, and HSA support. Mental health resources, including an EAP and free virtual therapy via plan options, further strengthen the package.
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Leave & Time Off Breadth — Paid parental leave and generous PTO/holidays are highlighted, along with a paid volunteer day. Flexible or unlimited PTO is also referenced in corporate materials.
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Retirement Support — A 401(k) with company match and immediate vesting is emphasized in employer materials. Immediate vesting enhances portability and near‑term value for participants.
Green Dot Corporation Insights
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What We Do
Green Dot is a financial technology and registered bank holding company committed to delivering trusted, best-in-class money management and payment solutions to customers and partners, seamlessly connecting people to their money. Green Dot’s proprietary technology enables it to build products and features that address the most pressing financial challenges of consumers and businesses, transforming the way they manage and move money and making financial empowerment more accessible for all. Green Dot offers a broad set of financial services to consumers and businesses including debit, checking, credit, prepaid, and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Its flagship digital banking platform GO2bank offers consumers simple and accessible mobile banking designed to help improve financial health over time. The company’s banking platform services business enables a growing list of the world’s largest and most trusted consumer and technology brands to deploy customized, seamless, value-driven money management solutions for their customers. Founded in 1999, Green Dot has served more than 33 million customers directly and many millions more through its partners. The Green Dot Network of more than 90,000 retail distribution locations nationwide, more than all remaining bank branches in the U.S. combined, enables it to operate primarily as a “branchless bank.” Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC . For more information about Green Dot’s products and services, please visit www.greendot.com. +++ The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Green Dot Corporation, NMLS ID #914924 at 1100 North Eutaw Street, Suite 611; Baltimore, MD 21201, phone 888-784-0136. NMLS Consumer Access: https://nmlsconsumeraccess.org/
