Banking Operations Specialist (Remote - Bay Area)

Our Customer is an American financial services and digital payments company based in San Francisco, California. They’re working to help their diverse audiences — sellers, individuals, artists, fans, developers, and all the people in between — overcome barriers to access the economy.

Our Customer is seeking a highly motivated Banking Operations Specialist on a contract basis to provide support and risk mitigation for the suite of banking products. This role will be based out of the San Francisco Bay Area only (remote). Applicants must reside within commutable distance (50 mi) of their Oakland office.

In this role, you will provide support to merchants with questions about the banking program, while also helping to review applications and documentation in order to mitigate risk.

You will use your proximity to customers to identify issues that will continually improve the customer experience for Banking sellers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful specialists are able to work in a fast-paced, constantly changing environment.

Responsibilities:

• Be responsible for responding to inquiries via CRM tools via email and messaging
• Complete daily cases through the utilization of a standard operating procedure, and identify/analyze trends to suggest improvements for the program
• Understand escalation paths to triage a seller's needs and mitigate risk
• Answer customer questions regarding business documents or current loan information
• Maintain or exceed established service level agreements and guidelines for the resolution of queued transactions to minimize potential revenue losses
• Identify, document, and follow up with teams on product bugs and features
• Advocate for the seller community by identifying trends in issues and suggesting improvements to policies and products
• Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML responsibilities as needed within the role.
• Effectively work in a remote or distributed work environment and collaborate with team members through internal messaging tools and video conferencing.
• Suggest improvements for the banking content on the Support Center and in the macros.
• Gain a basic understanding of the banking underwriting process.

Skills and Qualifications:

• 1+ years of professional experience working within a financial institution, payment service provider, or experience in a direct customer-facing environment
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Flexibility to adapt and desire to collaborate with others on multiple assignments
• Analytic, written, and verbal communication skills
• A desire to help achieve new milestones and improve the customer experience
• Experience in direct customer-facing roles
• Proficiency with technical tools, such as Google and Microsoft Suite, Slack, and Customer Relationship Management (CRM) software, is preferred

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.