A minimum of 5 years of proven experience in a customer service position
2-3 years managing a high performing team in a fintech, payment processing, lending, or online banking operations organization, with direct experience in customer contact resolution
Excellent leadership and interpersonal skills
Track record of identifying and developing exceptional talent to build high performing, highly engaged teams
Excellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class improvements
Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
Collaborative, reliable, highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to expertly lead cross functional projects, and to guide the organization through change
Possess a bias for action and will ensure smart plans are in place to keep all KPIs in the green
Advanced computer/ Internet navigation skills to use a variety of proprietary systems, investigative programs, and operate CRMs quickly and effectively
Possesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results and exhibiting the highest personal and professional standards of integrity and ethics
Strong expertise, including any of the following areas: fintech, payments, lending, or banking
Role will require coming into the office 2-3 times a week and working from home the remaining days