POSL Customer Experience Product Manager

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

The POSL Customer Experience Product Manager will own the end to end customer experience for our Point of Sale Lending products and is accountable for the efforts regarding customer engagement, understanding gaps within the journeys, and implementing strategies to ensure customer needs are met to optimize program metrics. This role partners cross functionally to turn customer insights into impactful roadmap initiatives and seamless product releases.

About This Role:

 

Key Accountabilities:

• Execute and maintain a customer led experience E2E
• Ensure an efficient and streamlined process, working with the HIL Product Manager to deliver a low operating expense
• Manage Customer Journey updates, including requirements documentation, roadmap management, UAT & resulting internal/external communication based on HIL Product Manager’s overall business assessment to properly identify priorities and changes needed to deliver desired business impact.
  • Point of Entry experience
  • Loan Application
  • Loan funding
  • Onboarding - T&Cs, Privacy, Data Management
  • Billing and payments
  • Online and mobile account management
  • Customer Care, Collections, and Fraud
• Engage with 3rd party vendors including working with Legal and First Line Risk on Enhanced Vendor Management (EVM)
• Work with First Line Risk on sales practice management to ensure customer transparency and clarity during acquisitions process
• Work with First Line Risk to ensure customer transparency and clarity throughout the servicing experience
• Continuously work with Cx team to compile customer feedback. Summarize feedback and complaints data to analyze results with HIL Product Manager to establish any necessary reaction/enhancements/research and monitor success of prior implementations.
• Build and maintain product management and technical knowledge as it relates to POSL product infrastructure in order to properly implement releases and resolve issues
• Work closely with, including final guidance by, HIL Product Manager to align on business priorities and strategic initiatives to meet overall program goals
• Work closely with Account Executive(s) and Partner Success Managers to align on Partner needs and priorities
• Conduct user/platform analysis to further drive roadmap initiatives
• Manage projects across POSL to ensure timely and accurate delivery  of releases with project management team
• Establish business controls and governance
• Develop and maintain process, procedures, and controls and conduct necessary QA & testing to execute flawlessly
• Act as escalation and provide ongoing guidance as it relates to customer servicing needs

The Ideal Candidate for This Role:

 

Minimum qualifications:

• Bachelor’s Degree in Business or related field
• 5+ years experience in marketing or customer experience management
• 5+ years banking, financial services, or other relative/ similar industry experience preferred
• Experience in developing business requirements and strategy
• Demonstrated ability to partner with business leadership to inform decision making
• Excellent analytical skills, including financial analysis as well as the ability to interpret data and set strategy

Skills:

• Superior analytical skills, including comfort in data manipulation
• Superior communication skills, verbal and written
• Proven track record of sound decision making practices
• Proven ability to operate successfully in a matrix environment and collaborate across departments
• Ability to present well and communicate with external partners
• Detail oriented with excellent organizational and time management skills

• Ability to manage competing and at time complex priorities – experience in fast paced environments
• Ability to network, develop, and leverage relationships
• Proficiency with Microsoft Office Products (Excel, Word, PowerPoint, Access)

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

 

Compensation range (base pay): $97,774.00-$166,216.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20260379

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.