[Remote] Jr. Invest Operations Associate

Note: The job is a remote job and is open to candidates in USA. Acorns is a financial wellness app dedicated to helping everyday people and families save and invest for the long term. They are seeking a Junior Invest Operations Associate to manage high-volume operational queues, handle escalated customer interactions, and facilitate asset movement while ensuring a seamless customer experience.

Responsibilities

• Manage High-Volume Operational Queues: Resolve a high volume of daily customer emails and operational cases through internal case systems, including account updates, asset transfers, and account reviews. Success in this role requires strong focus, persistence, and the ability to maintain accuracy and professionalism while working through large case queues
• Handle Escalated Customer Interactions: Occasionally handle inbound and outbound customer calls for escalated or sensitive cases, demonstrating excellent communication, professionalism, empathy, strong de-escalation skills, and sound judgment while confidently navigating high impact situations
• Execute Core Operations: Process ACH disputes and manage incoming mail and fax inquiries regarding asset transfer requests, asset verifications, and legal levies
• Facilitate Asset Movement: Process 3210 letter requests and partner with our Advisors team to facilitate customer outgoing asset transfers and incoming rollovers
• Enhance the Customer Experience: Assist customers with updating funding sources and resolving complex account inquiries, ensuring every interaction reflects Acorns’ mission
• Champion Account Security: Support the Risk team by investigating account unlock requests. You will verify documentation and use standard operating procedures, policies, and best judgment to decipher between fraudulent activity and false positives
• Balance Protection & Advocacy: Work to make the experience as smooth as possible for customers caught in 'false positive' flags, while maintaining a rigorous defense to protect the firm and our customers from fraudulent losses
• Collaborate & Improve: Work closely with the Team Lead and cross-functional teams to identify bottlenecks and establish priorities for new tools and infrastructure

Skills

• 0–2+ years of experience in investment, banking, or financial operations
• Unrivaled Attention to Detail: The ability to consistently execute assigned tasks with a high degree of excellence and accuracy
• Customer-Centric Mindset: A genuine passion for speaking to customers, answering queries, and solving complex financial issues
• Strong Communication: Excellent written and verbal communication skills with a natural ability to build rapport and trust
• Adaptability: A proactive work ethic and the ability to manage multiple priorities in a fast-paced, evolving business environment
• Analytical Judgment: The ability to identify and escalate priority issues while using data and documentation to make informed decisions
• Flexibility: Ability to work flexible hours; shifts may include evenings, weekends, or holidays to support our customers when they need us most
• Hunger to deliver game-changing products
• Exceptional drive and precision in delivery
• A belief that your work is tied to your life's mission
• Optimistic about the potential of societal change

Benefits

• Competitive salary and stock options
• A comprehensive benefits package for you and your family
• Flexible work location, hours, and paid time off
• 401(k) matching
• Monthly Acorns account contribution & GoHenry account for your family
• Mindfulness and Financial Wellness resources, Headspace and Addition Wealth
• Acorns Career Development Program (Ongoing training sessions, development plans, development check-ins, Cornerstone’s online training platform)
• Roots Leadership Program for Emerging Leaders
• Community week onsite gatherings and various virtual events
• Talented and motivated team members who care deeply about one another, our mission, and our customers.
• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

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