Raisin · 5 hours ago
Senior Customer Service Associate
Lehi, UT
Full-time
Hybrid
Mid, Senior Level
3+ years expRaisin is the world's leading platform for savings and investment products, connecting consumers with banks in the EU, the UK, and the US. They are seeking a Senior Customer Service Associate to empower customers by resolving issues with empathy, accuracy, and a solution-oriented mindset while ensuring compliance and quality in case handling.
BankingFinanceFinancial ServicesFinTechMarketplace
Responsibilities
Serve as a subject-matter expert for complex scenarios, supporting peers and sharing best practices
Ensure all case handling and documentation meet quality, compliance, and regulatory standards
Resolve complex customer cases, coordinating across teams and ensuring end-to-end follow-up
Handle customer escalations, acting as a second voice and ensuring timely, professional resolution
Operate with a high degree of autonomy, maintaining ownership of complex or escalated cases through final resolution
Manage Customer Reference Account (CRA) changes, including identity verification and procedural compliance
Maintain end-to-end ownership of deceased case management, ensuring due care, empathetic communication, and procedural accuracy throughout
Gather and synthesize customer feedback to identify trends and recommend improvements
Lead onboarding and training of new colleagues, offering coaching and knowledge sharing
Drive process improvement initiatives, collaborating with stakeholders to optimize service delivery
Qualification
Required
At least 3 years of experience in customer service, ideally within a regulated or fast-paced environment
Proven ability to handle escalations and complex customer cases with empathy and clear communication
Experience mentoring or training colleagues, with a passion for sharing knowledge
Skilled in using customer support tools (Zendesk, CRM systems) and quick to adapt to new technologies
Strong organizational and problem-solving abilities with a continuous improvement mindset
Fluent in English; additional languages are a plus
Comfortable working in a hybrid environment
Benefits
Flexible working hours and up to 28 days PTO accrued from your first month, plus 13 public holidays.
Employee Development Budget of $2,200 and 4 full training days per year.
Company 401k contribution of 5%.
Healthcare coverage contribution, including medical, dental and vision.
Commuter benefits and flexible working from home policy.
Regular team events and yearly Summer and Winter Party.
Company
Raisin
Raisin is a savings and investment marketplace that connects retail customers with banks looking to expand deposit reach.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$304.92MKey Investors
M&G InvestmentsGoldman SachsHedosophia
2023-03-23Series E· $65.01M
2022-01-25Debt Financing· $33.91M
2021-01-01Series Unknown
Leadership Team
Tamaz Georgadze
Co-Founder and CEO
Kevin Mountford
Co-Founder Raisin UK
Recent News
headline.com
2026-01-13
2026-01-05
Financial Times
2026-01-05
Company data provided by crunchbase