BBVA Compass

Customer Success Manager-Denizen

2 months ago
California
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.

Overview

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience.
 
Learn more below.

Responsibilities

Future of Banking

Denizen Financial Inc. is looking for a Customer Success Manager to join a new fintech venture, incubated within the bank’s portfolio of technology startups, and on a mission to make consumer banking borderless.

We are about to launch into market and we are building an in-house customer success team here in San Francisco and Madrid Spain to handle customer and tech support via chat, email, social media, and voice.

You will help build and scale customer success collaboratively with our Madrid team to deliver a global customer experience. You will be responsible for all facets of customer success from providing direct customer support, engaging our customers through social media to hiring and training new customer success members. The ideal candidate has a passion for helping others, is adept at conflict resolution, and a proven track record of leading successful teams.

 

BBVA is a global financial group with more than 135,000 employees and 67 million customers across 35 countries. BBVA is on a mission to be the world's #1 digital bank. BBVA is building the foremost digital banking franchise worldwide.

 

BBVA’s New Digital Businesses (NDB) is a global business unit that is disrupting the banking and financial services industry by investing in, partnering with, incubating, and acquiring fintech start-ups. With offices in Madrid, San Francisco, Hong Kong and London, NDB is a key piece of BBVA’s global innovation initiative. Through NDB, BBVA has acquired Simple (US), Holvi (Finland), and Openpay (Mexico). It owns a substantial stake in Atom (UK). It invests in fintechs like Prosper, Personal Capital, and Coinbase through its venture capital arm, Propel Venture Partners. And it is incubating a number of cutting-edge fintech start-ups including a bank-as-a-service platform that will allow developers to access the bank’s core processes via open APIs.

 

What will you be doing?

  • Have a friendly, outgoing and empathetic demeanor towards our customers. Be a brand ambassador for Denizen!
  • Deliver timely and accurate support to new customer inquiries, issues, and escalations via digital and phone channels.
  • Manage our social media channels, engaging with customers.
  • Be the voice for our customers. Look for areas of improvement, create new tools and utilize metrics to drive adoption, retention and minimize customer churn.
  • Build trust with our users by adhering to the regulatory, risk management, and legal obligations that come with operating in the banking industry.
  • Be able to think outside of the box, composing thoughtful, personalised responses for a variety of customer requests.

Qualifications

What you will bring:

  • Be fluent in English and Spanish, both verbal and written.
  • Experience in providing world class customer service in a startup environment.
  • 7+ years previous experience in customer service, account management, client oriented or relationship management roles.
  • Have relevant experience managing and growing social communities.
  • Experience implementing and delivering on customer success metrics
  • Excellent communication, interpersonal and leadership skills
  • Understand banking industry, a plus
  • And of course, be willing to be part of this team that wants to conquer the world!

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