Operations Associate – Phone Support

Rocket Money (formerly Truebill)

Operations Associate providing phone support at Rocket Money, helping members manage their finances through empathetic and clear communication.

Posted 7/20/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $22 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong verbal and written communication skills, with a focus on delivering empathetic and solutions-oriented support in personal finance. Proficient in managing workflows and resolving complex issues while ensuring a positive member experience.

Highest-signal resume keywords

Verbal CommunicationEmpathy & De-escalationProactive Problem SolvingWorkflow ManagementCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Active ListeningWritten CommunicationTaking Initiative

Industry Keywords

Personal FinanceB2CFinancial ServicesCustomer SupportCall Management

About the role

Key responsibilities & impact

Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support
Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels
Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
Resolve unique situations and improve workflows to account for new or uncommon issues
Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
Communicate complex financial topics clearly and confidently over the phone

Requirements

What you’ll need

You have an interest in personal finance and a desire to see others succeed in managing their money.
Excellent verbal communication - You speak clearly, listen actively, and put members at ease over the phone.
Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated caller into a satisfied member.
Great Written Communication - Your writing is also strong for follow-up notes and cross-channel support.
Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time, without putting members on hold unnecessarily.
Workflow Management - You know how to efficiently balance multiple competing priorities, including managing call queues alongside other channels.
Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
Prior phone-based customer service experience in a B2C tech or financial services company is a plus!

Benefits

Comp & perks

Health, Dental & Vision Plans
Life Insurance
Long/Short Term Disability
Competitive Pay
401k Matching
Team Member Stock Purchasing Program (TMSPP)
Learning & Development Opportunities
Tuition Reimbursement
Unlimited PTO
Daily Lunch, Snacks & Coffee (in-office only)
Commuter benefits (in-office only)