Wallet Support Associate

As a Wallet Support Associate at Real, your main responsibilities include answering agent inquiries about our wallet product, collaborating with compliance teams to manage regulatory guidelines, and working closely with the Agent Experience Support Team to resolve issues effectively. You’ll also conduct remote training to enhance agent experience and streamline communication across departments.

To qualify as a Wallet Support Associate at Real, candidates should have a B.A. or B.S. degree preferred, along with at least 2 years of experience in fintech customer service, particularly in banking related to card services. Familiarity with KYC processes, debit card processing, and customer service systems like Zendesk is also beneficial.

The Wallet Support Associate role at Real is pivotal in enhancing agent experience by addressing their inquiries efficiently, providing comprehensive training on our wallet product, and proactively identifying their needs to offer tailored solutions. This role ensures agents feel supported and empowered in their business operations.

Essential skills for a Wallet Support Associate at Real include strong written and verbal communication skills, problem-solving abilities, attention to detail, and a knack for multitasking. Bilingual skills, particularly in Spanish, are a plus, as is experience with customer service systems like Zendesk and proficiency in Google Suite.

Real fosters a culture aligned with core values such as ‘Work Hard. Be Kind’ and emphasizing teamwork over individual achievements. Wallet Support Associates are encouraged to embody these values, contributing to a supportive environment where everyone works collaboratively towards common goals.

When prioritizing multiple tasks, I assess the urgency and impact of each task, use tools to manage and track my progress, and stay flexible. Effective communication with my team members also allows me to adjust priorities when needed, ensuring high-quality service to agents.

In a previous role, I encountered a situation where a client faced a significant issue with their debit card. I calmly listened to their concerns, researched the problem, and collaborated with our compliance team to resolve it timely and efficiently, ensuring the client felt heard and supported throughout the process.

To ensure effective communication with agents, I focus on active listening, clarifying their needs, and providing clear, concise responses. Using visual aids during remote training also helps in effectively conveying complex information.

I regularly subscribe to industry newsletters, attend webinars and conferences, and actively participate in professional groups to stay informed about regulatory changes and best practices. This proactive approach helps me navigate compliance effectively.

A keen eye for detail is critical in the Wallet Support Associate role as accuracy in addressing agent inquiries directly impacts their experience and business operations. Ensuring details are correct minimizes errors and builds trust with agents.

In such a situation, I would approach the agent with empathy, listen to their concerns, and ask clarifying questions. I’d then provide relevant information, seek feedback, and work collaboratively towards a solution to improve their experience.

I am driven by the opportunity to help others and make their lives easier. Working in fintech allows me to leverage technology to resolve issues and empower clients, which I find incredibly rewarding.

To ensure compliance, I stay informed about regulatory guidelines, engage with compliance teams for guidance, and meticulously document all customer interactions. Maintaining transparency is also vital in effectively managing compliance.

For training agents remotely, I utilize interactive presentations, real-time demonstrations, and follow-up materials that provide clear instructions. Engaging quizzes can also reinforce learning and keep the training sessions lively.

Building rapport starts with showing genuine interest and understanding in agents' situations. I use their names, follow up on previous interactions, and offer personalized solutions to foster trust, making agents comfortable reaching out for assistance.