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Consumer Money Support Specialist, Tier 2

<div class="content-intro">  <hr> About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.   All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> Total Rewards philosophy</a>.   AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.</div>About the Role: 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. In this role, you’ll own escalations that require sharp judgment, steady decision-making, and deep care for the member experience, from fraud investigations and disputes to account locks, debit card issues, cash account applications, and nuanced On-Demand Pay cases. This is an opportunity for someone who thrives in regulated environments, stays calm under pressure, and knows how to balance empathy with precision when the stakes are highest. If you’re energized by solving hard problems, safeguarding trust, and getting the details right every time, this is where your impact will matter most. About the Team: 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. Here’s what you’ll do day-to-day: <ul> <li>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</li> <li>Prioritize work against critical compliance timelines, including the 5-business-day dispute review window and the 14-calendar-day Cash Accounts Application SLA</li> <li>Investigate thoroughly and apply sound judgment to escalate risk quickly when customer funds, compliance requirements, or banking partner expectations may be impacted</li> <li>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</li> <li>Partner with Risk, banking partners, and internal CX teams to resolve cases and drive workflow improvements</li> <li>Strengthen queue health by identifying aging work, unassigned cases, routing issues, and process gaps</li> <li>Use AI tools to accelerate case research, surface patterns in member issues, and improve documentation quality</li> </ul> Here’s what we're looking for: <ul> <li>3+ years of experience in customer support, financial services operations, or banking operations, with a track record of independently owning escalated or complex cases</li> <li>Hands-on experience with dispute resolution, fraud investigation, or regulated financial products such as banking, fintech, or credit unions</li> <li>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</li> <li>Strong judgment in ambiguous, high-stakes, and time-sensitive scenarios, with a clear understanding of when to escalate risk and when to take ownership through resolution</li> <li>Clear and precise communication skills, with the ability to document cases accurately, build customer trust, and collaborate effectively with Risk, banking partners, and internal teams</li> <li>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</li> <li>A continuous-improvement mindset, strong follow-through, and the reliability to stay composed under pressure while identifying patterns, surfacing process gaps, and helping improve team workflows over time</li> <li>Uses AI thoughtfully to support repetitive work such as drafting responses, summarizing case histories, and organizing notes</li> <li>Reviews AI outputs critically for accuracy, tone, bias, and customer empathy before using them</li> <li>Applies AI in ways that improve speed, consistency, and quality while following privacy and compliance guardrails</li> <li>Candidates must be flexible to work weekends.</li> </ul> At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page. Our cash compensation range for this role is $26.19–$30.77 per hour in Denver. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.  <div class="content-conclusion"><hr> Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.  When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. <hr> Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.  Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out <a href="https://docs.google.com/forms/d/e/1FAIpQLSdEfl7Bp-Twz7LLlhGlha46CrxZ9Kacgakmarf3K2TbnaEgKQ/viewform">this form</a> and a member of our team will get in touch with you. Gusto takes security and protection of your personal information very seriously. Please review our <a href="https://gusto.com/about/careers/fraudulent-activity-disclaimer">Fraudulent Activity Disclaimer</a>. Personal information collected and processed as part of your Gusto application will be subject to <a href="https://gusto.com/about/careers/applicant-privacy-notice" target="_blank">Gusto's Applicant Privacy Notice</a>.</div>

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