Senior Consumer Operations Associate

WHAT YOU'LL DO:

• Tackle the more challenging consumer cases that come our way—this means helping people with complicated disputes, answering tough questions about their credit reports, and resolving complaints using your demonstrated knowledge of credit reporting laws and our internal guidelines
• Recommend improvements to our processes when you spot bottlenecks or pain points, suggesting specific changes that could make things run more smoothly while still following regulatory requirements
• Provide guidance to newer team members, sharing what you've learned and helping them build their confidence in handling cases correctly through peer support and informal mentoring
• Contribute to developing or improving our team guides and training materials so everyone has clear instructions and new team members are onboarded quickly and effectively
• Handle escalated consumer cases with professionalism and expertise, applying your deeper knowledge of regulations to resolve complex situations
• Help monitor our performance metrics related to response times and quality, ensuring we're meeting our promised service standards and identifying trends in our data
• Partner with colleagues from other teams, like Product, Engineering, and Data Science, when solving issues that require their expertise
• Stay current on regulatory changes affecting consumer operations and help explain the implications to your teammates when procedures need to be updated
• Share valuable insights with our leadership team when you notice patterns in consumer feedback or potential compliance risks that should be addressed

WITHIN THE FIRST MONTH, YOU'LL:

• Complete your training on our Income Navigator Product, and be equipped to respond to most types of inquiries about that product using our Zendesk macros with team guidance.
• Learn more about Nova Credit's products, vision, and get to know your fellow Novans.

WITHIN THE FIRST QUARTER, YOU'LL:

• Handle a majority of inquiries independently across all of our products.
• Communicate across teams to own and resolve consumer disputes, as well as any privacy or compliance items.

WITHIN THE FIRST YEAR, YOU'LL:

• Provide feedback to Nova Credit leadership teams to support risk assessment and resolution.

YOUR SKILLSET:

• You've spent at least 3 years helping consumers—ideally in financial services, healthcare, or another regulated industry where following specific rules was part of your daily work. If you’ve worked with a credit bureau, bank, lender, or tenant screening company and have an understanding of credit reporting, we’d love that!
• You're comfortable learning and applying complex regulatory frameworks like the Fair Credit Reporting Act, with the ability to explain concepts to consumers in clear, accessible language
• You have a sharp eye for details that others might miss, like noticing when a consumer's documentation doesn't match what they're claiming or when a case might have compliance implications
• You can take complex topics and break them down into simple, clear language that makes sense to someone without industry knowledge—whether that's explaining a process, a regulation, or addressing consumer concerns
• You remain patient and empathetic when helping consumers who are frustrated or confused
• You're skilled with consumer support systems (e.g., Zendesk, Salesforce), using their advanced features to improve your efficiency and helping others with tips and shortcuts to be more effective
• You're good at prioritizing your work independently, knowing when to handle time-sensitive cases first versus when to focus on providing peer guidance or reviewing a complex case
• You're meticulous about documenting your work, capturing all the essential details and your decision rationale so that anyone reviewing your cases can understand precisely what happened
• You've not just followed processes but have actively recommended improvements—perhaps by suggesting a more efficient way to handle certain types of cases or creating a better template for responding to common questions