Senior Operations Lead, Mission Lane
Customer Issue Response
$69.3-86.6k
+ Annual Incentive Program + Equity
Providing access to fair and clean credit
Open for applications
Providing access to fair and clean credit
201-500 employees
Open for applications
$69.3-86.6k
+ Annual Incentive Program + Equity
201-500 employees
Company mission
To revolutionize access to financial tools in credit, debit, and beyond to pave a clear way forwards for millions of Americans.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The world of credit can be a murky place, however, companies such as Mission Lane are being established to bring clarity to the industry. The fintech company aims to help people with low credit build their scores and improve their financial lives – this comprises an estimated 100 million people in the US.
Originally a spinoff from the fintech company LendUp, Mission Lane fits a similar mold to larger credit cards startups such as Petal, Tally, and Brex. It uses advanced technology and machine learning to expand credit access.
Despite the global pandemic providing an uncertain backdrop, Mission Lane saw more than 100% revenue growth in its early years. More recently, it strengthened its position in the market by expanding its partnership with Plaid, working together to offer additional connected solutions to underbanked customers. With these developments, Mission Lane remains well-positioned to drive financial inclusion and support for underserved communities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2022
$150m
LATE VC
Oct 2021
$150m
LATE VC
Total funding: $707.2m
Company benefits
- Work: Join an engaging culture with access to training programs and advancement opportunities
- Life: Get full health, dental, and vision benefits, FSA, paid parental leave, and 401k Company Match
- Balance: Enjoy generous PTO, flexible schedules, a Calm App subscription, and more
Company HQ
Gravel Hill, Richmond, VA
Articles
Leadership
Brandon Black
(CEO)Prior to Mission Lane, there worked at Encore Capital Group for over 15 years, while there they served as the COO, President, and CEO. The also served as the Vice President of Risk Operations at Capital One Financial Services for 2 years.
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