About Lili

Lili is a business finance platform designed for small businesses. Voted in the Top 50 World’s Most Innovative Companies in 2022 by Fast Company. With business banking, smart bookkeeping, unlimited invoices & payments, and tax planning tools–business owners always know where their business stands. Led by serial entrepreneurs with 20 years of fintech experience, CEO Lilac Bar David and CTO Liran Zelkha, Lili is backed by Group 11, Foundation Capital, AltaIR Capital, Primary Venture Partners, and Torch Capital. Founded in 2018, Lili is headquartered in New York and serves customers in all 50 states. To learn more about Lili, visit Lili.co.

Lili is seeking an experienced Operations Specialist to join our NYC team.

About the Role

As an Operations Specialist, you will join a fast-growing team that supports all back-office functions with a concentration on account-related transactional disputes. You will be responsible for supporting the dispute process from notification to decisioning, working with customers, the Lili customer service team and our payment processor to support this function. You will be expected to adhere to all applicable Federal Regulations, company’s policies, and network rules while supporting this function. This role will require the candidate to work cross-functionally with various parties, both internal and external to the company. The Operations Specialist is an integral part of a team that is focused on assisting Lili’s customers with resolving disputes in the most efficient and timely manner.

Responsibilities

• Ownership of the full dispute case management process, from initial notification by the customer of the dispute through the investigation and resolution.
• Review of outstanding claims in a timely manner to meet applicable regulations and company’s policies.
• Tracking of dispute status and decisioning to support required regulatory and legal requirements.
• Liaise with partners to investigate disputes, file the appropriate paperwork and work with the customer to resolve the claim.
• Communicate and respond with findings and requests to customers.

Qualities for a successful candidate

• Believe in our mission to empower small businesses
• Appreciate the feedback and value honest, thoughtful critique.
• Perform well in a fast-paced, startup environment.
• Be a team player: team and impact come first.
• Demonstrate versatility, intellectual curiosity, creativity, and analytical thinking.
• Have the ability to work independently, as well as within a team on complex projects, cross-functional collaboration, and strategic decision-making.
• Maintain the mindset that no job is too big or small and have the ability to do whatever it takes to get the job done well and efficiently.

• 3 years experience working in a banking/payment processing-related operations role.
• Experience resolving customer claims and disputes
• Fintech experience preferred.
• Excellent interpersonal and written communication skills.
• A strong desire to work for a fast-paced, high-growth organization.
• Strong analytical, organizational, and prioritizing skills.
• Advanced Microsoft Office, experience with Zendesk is a plus.

Job Types: Full-time, Contract. From $50,000.00 per year.

Benefits

• Salary (NYC): From $50,000.00 per year. Final salary to be determined based on background and experience. The range may be different if a candidate is located outside New York City.
• Stock Options
• Health Insurance Benefits
• Vision Insurance
• Dental Insurance
• Retirement Account - 401(k) plan
• Paid Vacation and Sick Time
• Weekly Catered Lunches