Job Summary
In this role, you will contribute to Empower’s back office operations for the Thrive line of credit product. You will work alongside a team of dedicated operations specialists responsible for completing fraud investigations, responding to disputed transactions, KYC reviews and other internal procedures.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities
Review user-submitted information & documentation for inconsistencies
Regularly report on/escalate situations that require higher-level review
Actively discuss and provide your thoughts & recommendations, both internally and with our partner, on individual user situations
Conduct investigations and gather evidence against users and high-risk dispute cases
Correspond with users via email (and occasionally, via phone)
Requirements:
Motivated by Empower’s mission and determined to create a personable and meaningful experience for our customers
BA/BS degree or 2+ years equivalent experience in financial services operations
Direct experience with BSA/AML/KYC programsFamiliarity 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
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
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