Bilingual Senior Operations Specialist, QA (Remote Friendly)

Mission Lane is revolutionizing access to financial tools to pave a clear way forward for millions of Americans on the path to financial success. We strive to create solutions no one ever has before, to redefine the financial industry for the better. Sound like a mission you could get behind?

We're looking for a Quality Assurance professional with Subject Manager Expert knowledge in Fraud, Collections, Servicing or Special Account Handling to to join our QA Team as a Bilingual Senior Operations Specialist.

Bilingual Senior Operations Specialists can choose to work from our beautiful headquarters office in Richmond, VA, or from their homes, or a little bit of both! We are currently hiring for this position in in AR, AZ, FL, MO, NV, PA, TX and VA.

This is a unique opportunity to contribute at a company that's on the verge of becoming the household name in financial products for the 50% of Americans who aren't served by traditional financial institutions.

The impact you'll make:

You'll drive forward our mission of financial inclusion by helping ensure that our processes and agents provide the brand defining experiences that help our customers thrive.

As a Bilingual Senior Operations Specialist on the QA team:

You will monitor and evaluate Lines of Business (LOB) specific calls for regulatory and quality assurances. You'll also be responsible for identifying trends, issues or gaps in policy and procedures, along with communicating issues with Sr. Leadership. Day to day, you will:

• Monitor front line agent calls/cases/emails to ensure regulatory compliance, business policy adherence and customer experience
• Identify, track, and communicate any trends for continued front line agent improvement
• Communicates risks and recommendations to influence policy and processes changes for the sake of quality, efficiency, and customer experience
• Collaborate effectively across Customer Insights and horizontal business teams as needed
• Maintain a high level of awareness of the call center activities, processes, and procedures as well as call center best practices.

You'll thrive in this role if:

• You have 2+ years QA experience
• You are a Subject Matter Expert in Fraud, Collections, Servicing or Special Account Handling
• You understand call center operations, the regulatory environment and technologies
• You have the proven ability to create standardized processes that meet business, operational and compliance requirements
• You're a strong communicator - writing, speaking, and listening
• You have strong attention to detail and customer service orientation
• You work well in a team environment to accomplish common goals
• You think critically and analytically, and are able to review issues, evaluate conditions and employ independent judgment and discretion to determine the best way to move forward
• You can manage multiple requests with little oversight
• You have a private, quiet, distraction & interruption free work area (if you choose to work remotely)

You'll get bonus points for:

• Financial Services industry experience

#LI-DNI

At Mission Lane, we're looking for people who have the courage to take on new challenges. If you need accommodations to perform at your highest potential throughout the application and/or interview process, don't hesitate to reach out.

We're committed to ensuring our team members have balance in their lives. Our comprehensive benefits package* provides the support you need to thrive at work and at home.

• Work: An engaging culture with access to training programs and advancement opportunities
• Life: Full health, dental, and vision benefits, Flexible Spending Account (for medical and childcare expenses), paid parental leave, and a 401k Company Match
• Balance: Generous PTO, flexible schedules, a Calm App subscription, and more.

*Benefits may vary by location

More about Mission Lane:

Mission Lane is based in the U.S., with offices in Richmond, Virginia & San Francisco, California. Founded in December 2018, we've rapidly grown to almost 2 million customers.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. And by "clear" we mean credit without crazy fees that only increase debt. Most traditional credit card companies either overlook or overcharge this group because they have less-than-prime credit scores or no score at all. We decided this just wouldn't do.

We understand that everyone doesn't have the same opportunities. We also know that everyone joins us at different stages of their financial journeys. Providing access to clear credit was a critical first step, but our work isn't done. We are actively developing new products designed to meet our customers where they are, according to their needs.

We get it - life happens . That's why Mission Lane is hard at work paving a better way forward.

Just like for our customers, Mission Lane creates opportunities for our employees to learn, grow, and prosper. We strive to create an environment that brings out the best in everyone, everyday.

Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane is not currently sponsoring new applicant employment authorization for this position. And please, no third-party recruiters.