Company

Open Positions

Be a part of the modern card issuing revolution

Customer Support
Oakland, CA
Marqeta on the Forbes Fintech 50

Back Office Representative, Cardholder Support (Contract)

Named as a Forbes Fintech 50 the last two years in a row,  Marqeta powers innovative payment solutions for many of the apps and services you enjoy daily. Our modern card issuing platform, open API, and advanced analytics provide unprecedented control for companies to issue cards, authorize transactions and manage payment operations in real-time. 

We are a team of industry experts and technology innovators who take a dynamic approach to solving challenging problems. We power possibilities for our customers by bringing the best talent together in an open and collaborative work environment that rewards creativity and perseverance. 

Marqeta is proud of its Oakland roots and strives to build a global team as diverse as the markets we serve, staying true to our values to Connect the Customer, Find a Way, Make Simple, Take Risk and Build One Marqeta. We are not expecting any single candidate to meet all job requirements listed below, so please apply. It’s an exciting time to join Marqeta. As we grow, your career and opportunities will grow as well.

Position Summary

You are looking to join an innovative organization powering payments for the next generation of FinTech and commerce innovators.  Marqeta built the world’s first open API issuer processor platform from scratch; powering prepaid, debit, and credit cards for the most recognizable names in financial technology, alternative lending, on-demand services, and e-commerce.  Marqeta has become the name to watch for issuing and processing innovation in payments.  Our company is comprised of a team of industry experts, a dynamic approach to working on challenging problems, and an open environment and culture that is focused on ideas and innovation.  Not only do we have an inspiring and innovative culture, Marqeta also offers you a chance to help redefine the payments industry.  As a testament to the company we've collectively built, Marqeta was identified as one of the Bay Area’s Best Places to Work and is on the Forbes FinTech 50 List for 2019.

The Back Office Representative is responsible for managing escalated processes within our Cardholder Support team. These processes include end user communications when completing a dispute, reporting on complaints/escalations to our internal stakeholders, and collaborating across the organization to provide our cardholders with the best service and care.  The role will require understanding cardholder pain points and providing data oriented feedback to drive change in our product or procedures.  Additional responsibilities include being an internal resource to provide timely responses to internal stakeholder requests, effectively resolving issues, and working in a team-oriented environment.  We’re looking for a dynamic individual contributor who thrives in a fast-paced atmosphere.

Primary Responsibilities

Back Office Functions:

  1. Learn the functions of the different programs we support and be the subject matter expert when it comes to escalated issues
  2. Process end-user requests in a timely manner to meet program service levels
  3. Perform outbound calls on escalated issues that could not be handled by our inbound support team
  4. Communicate with our call center partners to fulfill cardholder needs and close any knowledge gaps
  5. Export and present our customer contact and escalation reports to our internal teams
  6. Champion customer experience and process improvement 

This is a crucial role for the organization that requires a dynamic professional to excel in customer experience, time management, and customer support analytics. A bonus would be someone intent of improving processes for the sake of the end user experience and productivity. You have an opportunity for tremendous growth and development as this program grows into a staple of our business.

Requirements:

  • Passionate about Customer Experience and up-to-date on the latest trends and practices
  • 2+ years of experience in customer service in the payments industry
  • Experience monitoring KPIs
  • Education: Bachelor’s degree required
  • Foundation of integrity and strong character to consistently represent Marqeta’s values
  • Successful track record of building and maintaining strong relationships with contacts at all levels (including senior executives to technical stakeholders)
  • Adaptable to new information regarding the industry, competitors, and market conditions
  • Self-driven, results-oriented with a positive outlook and a clear focus on high-quality deliverables
  • A natural forward planner who critically assesses own performance and craves high-quality feedback from colleagues
  • Reliable, tolerant, and determined
  • Superior communication skills (interpersonal, verbal, presentation written, email)
  • Embraces a culture of documentation and transparency

Bonus Points:

  • Experience in regulatory standards and compliance within consumer financial payments and/or telecommunications (e.g. authentication standards, PII)

As part of our dedication to the diversity of our workforce, Marqeta  is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances.