Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?
We’re looking for a dynamic people manager with experience leading regulatory complaint response processes in the financial services industry to join our Specialty Operations Department as a Senior Operations Lead for the Customer Issue Response Champions (CIRC) team.
This is a unique opportunity to shape the strategic vision for a critical operations team, at a company on the verge of becoming the household name in consumer credit for the 50% of Americans who are not served by traditional financial institutions.
The impact you’ll make:
You’ll drive forward our mission of enabling financial progress by developing and leading the strategy for critical customer processes, including regulatory complaint response, subpoena requests, and other legal requests.
Day-to-day, you’ll lead a small team of new and tenured Customer Issue Response Champion (CIRC) associates, driving key process improvements and optimizing operations to enhance efficiency and effectiveness. You’ll collaborate closely with departments across Mission Lane, and play a key role in analyzing complaint drivers to improve our products, policies, procedures, and systems.
You’ll thrive in this role if you:
- Have 5+ years operations experience in the banking or credit card industry.
- Have 3+ years experience managing regulatory and escalated customer complaints in the banking or credit industry.
- Have extensive experience researching and crafting responses to customer regulatory complaints.
- Are a proven people leader, experienced in motivating teams to deliver flawless execution of operational processes.
- Have a solid understanding of key federal regulations that pertain to the banking or credit card industry.
- Have established and led quality monitoring programs for key operational processes
- Have identified and driven business and process improvements that saved time and resources for your company.
- Have a track record of success in setting the strategic vision for a team and executing on that vision.
- Are able to achieve or exceed key metrics and KPIs.
- Can communicate, collaborate with and influence partners across multiple levels - including business colleagues, legal, compliance, risk and enterprise stakeholders.
- Are excited to jump into our dynamic, fast-paced, innovative environment.
Compensation
Annual full-time base salary range: $69,280 - $86,600
Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes unlimited paid time off, 401(k) match, a monthly wellness stipend, health/ dental/ vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-friendly work environment.
About Mission Lane:
Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.
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. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.
In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.
To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.
Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.
Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.
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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 provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [email protected].
Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.
Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.
What We Do
Mission Lane is not your average fintech company. We’re on a mission to disrupt the financial industry and normalize treating members like humans. With our unique take on credit, debit, and income discovery, we’re making life easier for millions of Americans, and loving our work every step of the way.
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