Job description

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.
We are seeking a Banking Operations Specialist on a contract basis who will support the Customer’s business needs. This role is 100% remote on the East Coast and candidates must be located in Delaware, Florida, Georgia, Massachusetts, Maryland, Maine, North Carolina, Virginia, or Vermont.

What You’ll Do:
Responsible for responding to inquiries via CRM tools via phone and email
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 the Bank Secrecy Act/Anti-Money Laundering (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 content on the Support Center and in macros

Must Haves:
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, and Slack
Customer Relationship Management (CRM) software experience is preferred

Education:
Bachelor’s Degree preferred

Hours & Location:
M-F, 40 hours/week. This position is 100% remote on the East Coast and candidates must be located in Delaware, Florida, Georgia, Massachusetts, Maryland, Maine, North Carolina, Virginia, or Vermont.

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.
Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Please note : In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into their offices, contractors will be required to attest that they are fully vaccinated.

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