T2 Resolution Analyst

Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.

Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

The T2 Resolution Analyst role will be closely partnered with our Compliance team to stay on top of complaints from internal and external sources. Proactively monitor app stores and social media platforms for user feedback, particularly negative reviews and posts, to identify trends and areas for improvement. Creating and maintaining efficient processes is a top priority for this role.   The T2 Resolution Analyst will help to identify trends and root causes for complaints, working closely with other members of the CX op team to identify long-term solutions to common reasons for complaints.

Responsibilities include, but are not limited to:

• Triage and review incoming complaints identified by our Support teams for validity, submitting official complaints if necessary
• Investigate and respond to complaints sent by partners and regulatory agencies 
• Aggregate data from negative app reviews and social media posts, responding/resolving as necessary
• Partner with the Compliance team to identify trends and implement corrective actions
• Openly contact customers by phone for expedient resolution
• Work with Support leadership to identify root causes of complaints
• Build, maintain, and innovate processes related to the role

Qualifications:

• 2-4 years of experience in a support role, preferably fintech
• Understanding of Reg E Dispute guidelines
• Strong organizational abilities
• Empathetic and resourceful when working directly with customers
• Ability to work cross-functionally across several teams

Benefits: 

• Remote-first work culture (domestic USA)
• Branch-paid medical, dental, and vision insurance 
• Equity
• 401k
• Paid time off
• Paid company holidays

Working at Branch

Headquartered in Minneapolis but with employees located all throughout the US, Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.

Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.