Senior Consumer Operations Associate, Nova Credit

• 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

• 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