Operations Associate

We’re on a mission to end the debt cycle—and help our customers and their communities unlock economic mobility for generations to come. Join the team that’s making our goal a reality. At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profits from them staying in it. As a Public Benefit Corporation, our mission and responsibility are to help communities unlock economic mobility—with affordable credit products designed to improve financial health.   Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We are a fully distributed company with a global workforce. We have over 100,000 reviews on the App Store with a 4.8 star average rating. Just as we are committed to building a new type of consumer finance company, we are equally dedicated to the employee experience.

Team Introduction

The Operations Team has their finger on the pulse of the customer; we are the heartbeat of Possible Finance. Operations responds to customer inquiries, works with the product team and marketing teams to improve our product solutions. We also work to scale our world-class service to keep up with the massive growth of Possible Finance as launch into new states, release a new product, the credit card, and exponentially add consumers to our platform.

The Role

As our Operations Associate, you will work closely with our internal operations queue. This role has a unique and personal connection with our customers. At times you will be the first responder to a customer inquiry, at other times you will be supporting an inquiry previously made, and you will positively impact the business by ensuring business actions that transpire through postal mail are executed in a timely manner.

As you perform the role there will be many opportunities to help optimize and scale this operation to keep up with the growth and demands of a successful lending company

Responsibilities

As our Operations Associate you will come to our Seattle Office in the Belltown neighborhood to process the daily mail ensuring we are responding to customers, regulators, government agencies, and other business needs in a timely and efficient manner. This work includes:

• Developing a deep understanding of key back-office operational processes (underwriting, credit disputes, chargebacks, money order processing, mail processing) and owning the success and delivery of these work streams while adhering to the company SLAs and track/monitor key metrics associated with back-office operational processes.
• Deep cross-team collaboration with executives and business leaders across the company and daily collaboration with the Operations Team to support internal agent inquiries.
• Identify operational inefficiencies and agent knowledge gaps; where possible, build improvements to streamline processes and increase process understanding
• Act as the process owner for physical mail processing. Ensure all mail is swiftly and appropriately handled. This role is in-person and will require you to work in the Seattle office a minimum of 4 days a week
• Ability to analyze multiple data sources and:
  • Identify and raise cases to other departments such as Legal, Finance, Product or Engineering as required
  • Identify common themes and develop a story about a customer experience
  • Advocate on behalf of our customers, relaying customer sentiment and feedback to the rest of the team

Qualifications & Skills

• 2 years of data entry experience in confidential a confidential environment with direct customer support experiences. Financial industry, Legal, or Regulatory experience is a plus.
• Data analysis and reporting skills with experience Excel and / or Google Sheets with attention to detail, Root Cause Analysis (RCA), and Critical thinking skills.
• We prefer a person with experience in a globally dispersed remote environment operating in several time zones. And a person who can demonstrate the ability to scale and optimize an operation or process to reduce costs, increase coverage, reduce time, and increase customer satisfaction.
• The successful candidate will be able to demonstrate problem-resolution / investigative abilities and have a professional demeanor, be quality-focused, and possess strong organizational skills. They must be a self-starter with the ability to work independently and in a team setting with minimal supervision in-office and superior time management skills is essential. Have the ability to multi-task and navigate in a multi-application environment.

What we offer Possible Finance is on a mission to help communities break the debt cycle and unlock economic mobility for generations to come. With the backing of our venture