About the job

Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

We're looking for people who share a passion for our mission and relate to why we do what we do. At Self, we want to work with people who are driven to tackle challenges, bring unique perspectives, find solutions and help make the financial space a better place for our consumers. We recognize that it takes different people and personalities to make our products – and our company – truly great. We only seek the best.

If you are someone who is equally passionate as we are, we want to chat with you.

About the Role:

Self is building a community of people who are looking to better their lives by building credit history. You will join our Operations team and be responsible for developing new procedures and driving policy change within our Back Office group. Currently this includes management of our Credit Operations team with a focus on Credit Bureau dispute processing. In the future this will include the development of a Collections Operations team. You will analyze and understand new trends in the industry to lead internal enhancements. You will offer strategic perspective, implement new payment control processes, and use data to evolve payment performance. In addition you will work to outline operational processes and training around various customer impact use cases to reduce complaints and resolve customer issues.

Responsibilities may evolve within the above description as you become more senior in the role. 

Responsibilities:

• Manage our Credit Risk Operations team while developing Collections Ops procedures and processes 
• Lead, motivate, and support teams within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution
• Management oversight of the offshore Credit Risk team. Including case management, shared best practices, and QA oversight.
• Use data and analytics to identify opportunities and reduce risks through improved process and design flows
• Design and monitor KPIs and reporting that captures insight on payment processing, including industry standards
• Ensure all SLAs are met in compliance with established industry and regulatory standards
• Oversee volumes, responses, and operational relationship with all three credit bureaus. Including oversight of new reporting function implementation and third party processing vendor relationships.
• Review and revise operational procedures across all owned processes to ensure that procedures are evergreen and aligned to regulatory requirements
• Oversight and monitoring of incoming work aging. Construction of daily, weekly, and monthly metrics against defined.
• Ensure adherence to all Federal regulations & Industry guidelines including but not limited to FDCPA and FCRA.
• Conduct regular meetings with management and key stakeholders to management to review and highlight key trends.
• Remain up to date on regulatory and industry trends to ensure that Self is performing in line with other companies of its type.
• Collaborate with internal and external stakeholders to develop strategies and methodologies to on-board new partners.
• Monitors inventory, checks and reorders items

Qualifications:

• 5 years of Operations experience managing Credit Operations and/or Collections Operations 
• 3 years of direct people leadership experience 
• Experience designing and implementing new policies, procedures, and product features
• Strong understanding of regulatory and legal requirements that directly impact Credit Disputes processing and/or Collections 
• Leveraged data to make customer focused decisions and to drive change in support organizations
• Experience in driving continuous improvement projects, where you applied knowledge to uncover and execute both short and long term improvements.

Personality Traits:

• Ability to think quickly to execute decisions to reduce loss and mitigate risk 
• Ability to work both independently and on a small team with minimal supervision
• Brings high energy and interest to customer inquiries and remains calm under pressure 
• Strong written, verbal, and organization skills
• Can join team culture and build rapport remotely

Base salary range: $91,000 - $123,000 annually. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.

Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too. 

Our perks include:

• Company Equity in the form of RSUs
• Quarterly performance-based bonuses
• Generous employer-paid health, vision and dental insurance coverage
• Flexible vacation policy
• Educational assistance
• Free gym membership
• Casual dress code
• Team building events and activities
• Remote work arrangements/ flexible work schedule
• Paid parental leave 

Self Financial requires all employees hired to successfully pass a background check.