Remote Operations Manager Job at Empower

January 25, 2024

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Job Description


EMPOWER OVERVIEW

Empower is a high-growth financial technology company on a mission to expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility. We dream up and launch one-of-a-kind features that help our members get money instantly whenever they need it, save for the future, and rewrite their financial story. Our members see Empower Cash Advance as a life-saver and the new Empower Thrive line of credit (currently in beta, launching soon) as a lifeline to low-cost borrowing and the only practical path to building good credit.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Are we the next great place to grow your impact and accelerate your career? We think so:

Inc. ranked Empower #56 in the 2023 Inc. 5000 list of the fastest-growing private companies in the US (#55 in 2022). Forbes put Empower on its 2023 list of America’s Best Startup Employers. Fast Company recognized the new Empower Thrive line of credit in their 2022 list of the Next Big Things in Tech.

THE EMPOWER WAY

Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact

Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward

Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view

Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community

Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table

No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully

WHAT EMPOWER OFFERS

Competitive salary

Generous equity package

Full healthcare and dental benefits

Technology expense reimbursement

Work from anywhere

JOB DESCRIPTION

In this role, you will help run Empower’s back office operations across all products and services. You will manage a small team of dedicated operations specialists responsible for completing fraud investigations, responding to disputed transactions, KYC reviews and other internal procedures.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times a year.

Key Responsibilities

  • Prepares performance reports by collecting and analyzing available data
  • Evaluates individual performance reviews and overall team effectiveness with upper management
  • Helps agents with challenging/escalated customer service issues
  • Monitors team performance and provide tools if necessary
  • Determines operational strategies by evaluating team results and objectives
  • Maintains and improves operations by monitoring system performance and identifying and resolving problems
  • Identifies opportunities for automation and works directly with with product and engineering teams
  • Periodically forecasts volume and anticipates staffing needs of the team
  • Directly manages team of 5 and provides coaching
  • Helps with recruiting and training new team members

Candidate Qualifications

  • BA/BS degree or 5+ years equivalent experience in banking operations
  • Motivated by Empower’s mission and determined to create a personable and meaningful experience for our customers
  • Direct experience with BSA/AML programs particularly within credit cards
  • Direct experience with KYC programs
  • Familiarity with banking regulations and payment processes (e.g.s Reg E, Reg Z, Reg B, UDAAP, FCRA)
  • Specific experience with a comparable FinTech is a plus
  • Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers with a high level of empathy
  • Proven leadership skills with project management, planning, presenting, and communication skills
  • Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
  • Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn’t exactly match up to our job description, you should feel empowered to apply regardless!



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