Denizen Financial Inc. is looking for a Customer Success Agent 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 our application to the market and we need an individual to help us create the customer success department.

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?

• Be at the forefront of our support team serving as the primary contact for our customers
• Have a friendly, outgoing and empathetic demeanor towards our customers. Be a brand ambassador for Denizen!
• Provide support via digital and phone channels regarding clients’ accounts, general inquiries and user complaints.
• Manage our social media channels, engaging with customers and work in both our proactive and reactive communication.
• Be the voice for our customers. Serve as liaison between our customers and the product and engineering teams.
• Improve clients’ banking experience by ensuring that the clients are attended to promptly and follow through on all their challenges until they are fully resolved.
• Perform the necessary operations activities such as opening client accounts, actively managing fraud, as needed to assist customers.
• 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.

What will you bring:

• Be fluent in English and Spanish, both verbal and written.
• Experience in providing world class customer service in a startup environment.
• 3-5 years previous experience in customer service, account management, client oriented or relationship management roles.
• Have relevant experience managing and growing social communities.
• Be passionate about content generation and customer engagement.
• Experience working with Zendesk and Office Suite.
• Strong organizational and analytical skills, with the ability to prioritize tasks and manage time efficiently.
• A positive and can do attitude. You are someone who is not afraid of challenges.
• Quick learner.
• Patient, and willing to help others in solving problems while maintaining a positive attitude.
• Understand banking industry, a plus
• And of course, be willing to be part of this team that wants to conquer the world!