Support Operations Analyst (100% Remote)

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking a Support Operations Analyst on a contract basis to support our Customer's business needs. This role is 100% remote.

We are looking for a strategic and organized problem solver with a passion for innovation and data-driven optimization. You will be a part of the Money Operations Lending team working alongside best in class lending professionals to drive the Money organization’s operating rhythm, conduct business reviews, and manage special projects critical to the long-term growth plans for the company.

Responsibilities:

• Drive issue remediation: Manage edge cases and escalations across 4 loan products and 2 servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.
• Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage, and resolve escalated complaint cases.
• Documenting Procedures: You will work closely with the team to improve process documentation of servicing and collections policies and procedures.

Skills and Qualifications:

• 3+ years of lending operations, loan servicing, or loan collections experience
• Ability to work independently – self-starter, enthusiastic and highly motivated
• Ability to work in a fast paced and quickly changing environment
• Excellent communication and writing skills; strong organizational skills and attention to detail
• Strong analytical and problem-solving skills with the ability to exercise sound and balanced judgment
• Knowledge of regulatory requirements for lending products
• Help drive the mindset that Compliance is a strategic advantage, enabling growth and customer delight
• Empathy and understanding of the small business owner and their finances

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.