Senior Consumer Operations Associate, Nova Credit
$73-100k
More information about location
Cross-border credit reporting
Open for applications
Cross-border credit reporting
101-200 employees
Open for applications
$73-100k
More information about location
101-200 employees
Company mission
To inspire and facilitate the flow of human diversity, helping the world's moving population to arrive and thrive.
Role
Who you are
- Bachelor’s degree or equivalent work experience
- 2+ years of customer-facing experience (e.g., support/call center)
- Excellent communication skills (written and verbal) while maintaining composure when handling challenging consumer interactions
- Regulatory Knowledge: experience working in a regulatory consumer-permissioned environment
- Familiarity with dispute resolution processes
- Commitment to maintaining confidentiality and handling sensitive information appropriately
- Strong critical thinking and problem-solving skills with the ability to follow detailed procedures
- Proficiency in CRM systems, ticketing, Salesforce/Zendesk
Desirable
- Knowledge of FCRA or consumer protection regulations
- Bilingual abilities are a plus. Spanish or French preferred
- Familiarity with consumer credit reporting laws
- Experience handling sensitive customer information or privacy request
- FCRA certification or similar industry credentials can be advantageous
What the job involves
- The Consumer Operations Associate will play a critical role in advancing our mission. As a key member of our Consumer Operations team, you'll handle consumer inquiries, disputes, and complaints while ensuring compliance with regulatory requirements
- This role combines customer service excellence with attention to detail and regulatory awareness
- Handle incoming consumer inquiries with empathy and understanding, maintaining professionalism and attention to detail while providing compassionate support
- Learn and apply the Fair Credit Reporting Act and other relevant regulatory requirements to cases
- Follow established standard operating procedures and documentation requirements to handle cases within regulatory guidelines
- Maintain accurate documentation of all consumer interactions and case resolutions
- Provide feedback on processes and procedures to help identify improvement opportunities for sensitive information according to privacy and security protocols
- Identify and escalate complex cases appropriately to team leads or management
- WITHIN 1-3 MONTHS, YOU'LL:
- Support consumers with their financial journey
- Handle consumer inquiries and dispute resolution
- Learn how our operational and support systems work and begin communicating directly with our consumers
- Understand what drives our consumers
- Dive deep into understanding Nova Credit’s products, data, and regulatory model
- Get to know your fellow Novans
Our take
For the 15 million new immigrants who arrive in the US each year, it’s crucial to have a working credit history. Without this, they’ll be unable to rent an apartment, apply for a credit card or in some cases even get a job. The issue is that their credit history won’t have travelled with them, so lenders in their new country won’t be able to verify their eligibility. Nova Credit's founders experienced this problem first-hand, as Esipov is a first-generation Russian immigrant.
Nova Credit imports financial histories to enable immigrants to set up lives in new countries, with their ‘Credit Passport’. This is a digital framework that connects an individual’s credit history information from one country into the country where they are currently residing.
Nova Credit is currently able to import credit history from 8 countries, its most recent addition being the UK in January 2023. Since being accepted to Y Combinator in 2016, the company has since raised considerable funding from major finance players such as HSBC. Nova Credit has grown its footprint significantly, covering more than 1 billion consumer credit profiles, with further expansion in sight.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2023
$45m
SERIES C
Feb 2020
$50m
SERIES B
Total funding: $114.3m
Company benefits
- Free flight anywhere in the world on every anniversary
- Complementary wellness benefits, including Headspace and Ginger subscriptions
- $75/month contribution by Nova towards commuter benefits
- Dental and vision are 95% subsidized for Nova Credit employees, and 50% for dependents
- Unlimited paid time off policy
- $1500/year professional development budget
- Catered lunch on Mondays, Wednesdays, and Fridays
- Health insurance
- SF / NY salaries across the US
- $50/month contribution by Nova Credit towards your cell phone bill
Company values
- Tie your neighbor's shoes - Play as a team, win as a team!
- Chug like a train, soar like a plane - Be a go-getter and always ready to get your hands dirty!
- Build bridges, not walls - We believe in supporting the traditionally disadvantaged.
- Challenge without ego - Don't let your ego get in the way of truth.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Misha Esipov
(CEO)Previously Teaching Fellow at NYU Stern School of Business for 2 years and Investment Banker at Goldman Sachs for 3 years.
Nicky Goulimis
(Board Member)Previously worked for 3 years at Bain & Company, holding various positions such as Associate Consultant and Senior Associate Consultant. She served as COO until 2021.
People progressing
Joined as a member of Enterprise Partnerships and is now leading and building the customer success arm of the company as the Head of Customer Success.
Salary benchmarks
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Diversity, Equity & Inclusion at Nova Credit
- Financial inclusion is one of the main parts of our mission, and we see inclusion at the company as a critical way to make the best product for the people we serve.
- https://www.novacredit.com/blog/supporting-diversity-equity-and-inclusion-at-nova-credit/
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