Consumer Money Support Specialist, Tier 2

3+ years of experience in customer support, financial services operations, or banking operations, with a track record of independently owning escalated or complex cases

Hands-on experience with dispute resolution, fraud investigation, or regulated financial products such as banking, fintech, or credit unions

Experience supporting customers across written and live channels, including email, inbound phone, outbound phone, and chat, with the ability to adapt communication style to the situation and member need

Proficiency with case management systems such as Salesforce or similar platforms, plus the ability to use AI thoughtfully for drafting, summarizing case history, organizing notes, and accelerating research while critically reviewing outputs for accuracy, tone, bias, empathy, and compliance

Uses AI thoughtfully to support repetitive work such as drafting responses, summarizing case histories, and organizing notes

Reviews AI outputs critically for accuracy, tone, bias, and customer empathy before using them

Join Gusto’s Consumer Money Support team as a Tier 2 specialist, where you’ll take on the most complex and high-stakes Wallet and Cash Account issues and play a critical role in protecting our members’ money.

Own complex Consumer Money cases end to end, including disputes, cash account application reviews, account locks, fraud-related issues, debit card problems, closures, and nuanced On-Demand Pay cases

Investigate thoroughly and apply sound judgment to escalate risk quickly when customer funds, compliance requirements, or banking partner expectations may be impacted

Act as the Tier 2 escalation layer from Tier 1, using deep product knowledge and routing judgment to handle high-complexity work and correct misrouted cases

Partner with Risk, banking partners, and internal CX teams to resolve cases and drive workflow improvements

Strengthen queue health by identifying aging work, unassigned cases, routing issues, and process gaps

Consumer Money Operations sits at the intersection of customer experience, financial compliance, and banking partner relationships, supporting Gusto Wallet and Cash Accounts used by hundreds of thousands of employees to manage their pay and savings. Our team partners closely with Risk, banking partners, and internal CX teams to resolve the cases that matter most. We hold ourselves to a high standard of accuracy, urgency, and empathy, especially when members need fast, thoughtful support. We’re also always looking for ways to improve the systems and workflows behind the work so we can better serve members at scale.