Financial Operations Associate

Gaia is the first Value-Based family-building company. We give people control over their fertility with clinically proven pathways to parenthood — whether they want a child now or later — and take on the financial risk so that if we don’t deliver successful outcomes, they don’t pay. Gaia was born from our founder’s own harrowing journey through assisted fertility, and his resolve to build the experience he wished he had.

Our mission is to give the best shot at parenthood to anyone who wants a family, with access to a network of clinics selected for their results, flexible payment options, and 90+ NPS wraparound care and support.

As Financial Operations Associate, you will help deliver seamless financial operations for our Gaia Members, working closely with the wider Operations and Member Support teams. This dynamic position requires you to be adaptable and proactive, wearing multiple hats across loan servicing, payment processing, and financial reconciliation. We are a small and growing team - this role will evolve as our member base increase. You'll be the engine behind our loan management system and payment operations across both UK and US markets. This is a hands-on role for someone who thrives on process, accuracy, and solving operational challenges in a fast-paced startup environment.

• Loan Servicing & Management: Operate our loan management system (LMS), actioning loan repayments and managing the full loan lifecycle. Communicate proactively with members about loan terms, payment schedules and account status.

• Delinquency & Collections Management: Manage collections and delinquency cases with professionalism and empathy, working with members to find solutions. Support members through forbearance requests, coordinating with the operations team to implement payment pauses or modifications.

• Payment Reconciliation: Reconcile all loan payments on a monthly basis across both markets to ensure accuracy across all accounts. Work with Stripe to investigate payment failures, resolve discrepancies, and troubleshoot processing issues.

• Supplier & Invoice Management: Process invoices and supplier payments, maintain accurate records and payment schedules and manage pending invoice payments to ensure vendors are paid accurately and on time.

• Financial Audits & Compliance: Conduct regular audits of loan accounts, payment mandates, and financial processes to ensure accuracy and identify potential issues before they impact members or the business.

• Customer Support Experience: You've worked directly with customers in a service or support capacity and know how to communicate with empathy, especially when discussing sensitive financial matters.

• Loan Account Management & Servicing: You have hands-on experience managing loan accounts, processing payments, and understanding loan servicing workflows.

• Collections & Delinquency Management: You have experience managing delinquent accounts and collections with professionalism and sensitivity.

• Financial Literacy: You're comfortable with financial concepts, understand loan structures, payment processing, and can interpret financial data accurately.

• Experience in healthcare, fertility or health-tech companies.

• Familiarity with Xero, HubSpot, or similar financial/CRM platforms.

• Experience working across multiple markets (US/UK) or with international payments.

• Understanding of reproductive health or fertility treatment landscape.

You're comfortable working independently in a remote environment, but know when to ask questions or flag issues. You can juggle multiple workflows across different systems and markets without dropping balls. Most importantly, you're excited about being part of a mission-driven startup that's making fertility treatment more accessible.