Senior Consumer Operations Associate
Nova Credit
Operations
New York, NY, USA
Posted on Dec 28, 2024
At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics, and workflows, enabling more people to access credit opportunities. Our cross-border credit product, Credit Passport®, cash flow underwriting product, Cash Atlas™, and income verification product, Income Navigator, are trusted by leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done. We were recently named Forbes' Best Startup Employers 2024 and Fast Company's World's Most Innovative Companies 2024.
Nova Credit offers a dynamic and inclusive work environment where you can meaningfully impact the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting our team members' professional growth and development. If you're passionate about leveraging technology to drive financial inclusion, we want to hear from you!
The Consumer Operations Associate will play a critical role in advancing our mission. As a key member of our Consumer Operations team, you'll handle consumer inquiries, disputes, and complaints while ensuring compliance with regulatory requirements. This role combines customer service excellence with attention to detail and regulatory awareness.
We are remote-friendly within the contiguous U.S., and we prefer working hours that correspond with the Pacific Time Zone. Flexibility is also strongly preferred.
KEY RESPONSIBILTIES
- Handle incoming consumer inquiries with empathy and understanding, maintaining professionalism and attention to detail while providing compassionate support
- Learn and apply the Fair Credit Reporting Act and other relevant regulatory requirements to cases
- Follow established standard operating procedures and documentation requirements to handle cases within regulatory guidelines
- Maintain accurate documentation of all consumer interactions and case resolutions
- Provide feedback on processes and procedures to help identify improvement opportunities for sensitive information according to privacy and security protocols
- Identify and escalate complex cases appropriately to team leads or management
WITHIN 1-3 MONTHS, YOU'LL:
- Support consumers with their financial journey
- Handle consumer inquiries and dispute resolution
- Learn how our operational and support systems work and begin communicating directly with our consumers
- Understand what drives our consumers
- Dive deep into understanding Nova Credit’s products, data, and regulatory model
- Get to know your fellow Novans
YOUR SKILLSET:
- Bachelor’s degree or equivalent work experience
- 2+ years of customer-facing experience (e.g., support/call center)
- Excellent communication skills (written and verbal) while maintaining composure when handling challenging consumer interactions
- Regulatory Knowledge: experience working in a regulatory consumer-permissioned environment
- Familiarity with dispute resolution processes
- Commitment to maintaining confidentiality and handling sensitive information appropriately
- Strong critical thinking and problem-solving skills with the ability to follow detailed procedures
- Proficiency in CRM systems, ticketing, Salesforce/Zendesk
- Knowledge of FCRA or consumer protection regulations
- Bilingual abilities are a plus. Spanish or French preferred.
- Familiarity with consumer credit reporting laws
- Experience handling sensitive customer information or privacy request
- FCRA certification or similar industry credentials can be advantageous.
Preferred:
Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.