We are looking for the next leader to join our operations team and deliver the world-class customer experiences that are core to who we are. This role emphasizes customer advocacy, process creation/improvement, and management of people and processes. You will help deliver world-class customer experiences by supporting our customer success team day-to-day, evaluating its members, tracking key metrics, and finding ways to make us better every day. Excelling in this role will mean proactively anticipating challenges, identifying and clearly articulating issues in our systems, and striving for a seamless experience for our borrowers.
In terms of your background, you may come from several different places. You may come from an operations role at a bank or project management at an agency. The common thread is that you are meticulous, well organized, get along well with numbers,are detail-oriented and have an entrepreneurial spirit. MoneyLion is a fast-paced, exciting environment where new opportunities emerge every day. You will pick up on our relatively short, but powerful heritage of service and loan portfolio performance and you will take us to the next level. You are open to learning new systems, processes and doing everything that is necessary for our call center to succeed.
Have an in-depth knowledge of our products and systems and be able to discuss all product features with applicants, members, and internal stakeholders
Document current processes to create written SOPs
Assist in managing our customer experiences and maintaining quality of our product
Help organize our call center (Put up dashboard monitors, re-organize desks, troubleshoot computer issues, resolve level 2 customer issues)
Continually seek opportunities to improve operations and effectively interact with the operations management
Analyze data to make actionable business recommendations
Collect, aggregate, and draw insights from information gathered during communication and loan reviews; turn these insights into action plans with the product, marketing, business development, risk, and compliance teams
Help create and implement operational processes for new products and workflows
Fantastic communication skills – you can talk to anyone and are a great writer
Attention to detail – you’re meticulous and curious to understand how things work
Strong computer skills and savvy enough to pick up new systems
Nimble – able to handle changing tasks and priorities and adapt quickly
Team player – you want to be relied upon and you understand how others make your goals achievable
2 years of experience
Bachelor’s degree and an objectively strong academic record
Ability to work full-time, standard office hours is a must
Excel, PowerPoint, HTML, Five9 (preferred), Chat solutions (preferred)
Experience with implementing Call Center solutions is preferred - Applicants with experience deploying and/or managing Five9 Call Center solutions are heavily considered
‐ Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate
‐ The ability to communicate information and ideas verbally so others will understand
‐ The ability to communicate information and ideas in writing so others will understand.
Experience and Education:
2 years of Call Center experience
Technical Account Manager or Engineering position - Call Center industry experience is required.
BA/BS or equivalent experience.
MoneyLion is committed to equal employment opportunities for all employees.
Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.