Customer Experience Analyst, Cross River
$80-90k
Office located in Fort Lee, NJ
Banking and fintech services
Open for applications
Banking and fintech services
1001+ employees
Open for applications
$80-90k
Office located in Fort Lee, NJ
1001+ employees
Company mission
To enable clients to deliver responsible financial solutions that empower consumers anytime, everywhere.
Role
Who you are
- Bachelor’s degree in Business, Finance, Economics, or a related field (or equivalent experience)
- 1+ years of experience in banking, fintech, risk operations, or partner/ customer onboarding
- Solid understanding of financial regulatory frameworks (e.g., BSA/AML, OFAC, UDAAP) and their application to partner onboarding
- Experience working with marketplace or embedded banking models preferred
- Proficiency in Excel, Google Sheets, and workflow tools (e.g., Archer, Salesforce, JIRA, ServiceNow)
- Excellent attention to detail, analytical thinking, and communication skills
- Comfortable in a fast-paced, evolving fintech environment with multiple priorities
- A self-starter who thrives in a collaborative, problem-solving environment
- Someone who possesses a customer first mindset with a proactive “get it done” attitude- ready to assist whenever necessary, including after hours or on holidays or weekends if need be to ensure the customers' needs are met with empathy and excellence
- A process-minded thinker with a passion for risk management and operational excellence
- Someone who values precision, consistency, and regulatory integrity
- A team player eager to learn, adapt, and grow within a high impact fintech function
What the job involves
- The Analyst, Customer Experience plays a key role in the partner lifecycle within our fintech banking ecosystem. This position is responsible for ensuring new partners are thoroughly vetted, properly integrated, and fully compliant with all internal policies and external regulatory standards before activation
- You’ll collaborate cross-functionally with Compliance, Risk, Product, and Business Development to support the seamless onboarding of fintech partners, driving accuracy, timeliness, and a best-in-class partner experience
- Manage the end-to-end onboarding process for new fintech partners, ensuring all documentation and due diligence requirements are completed accurately and on schedule
- Conduct KYC/KYB, OFAC, and AML screenings, as well as business model reviews to ensure compliance with regulatory and internal policy requirements
- Work closely with Compliance, Risk, Legal, and Relationship Management teams to resolve issues or escalate potential red flags
- Validate partner documentation such as formation certificates, ownership structure, EIN verification, and financial statements
- Enter and track onboarding progress in workflow tools such as Archer, JIRA, or ServiceNow, maintaining a clean and auditable data trail
- Support the development and maintenance of onboarding dashboards and reports to monitor SLA adherence and key performance metrics
- Identify opportunities to streamline onboarding workflows, improve partner experience, and reduce operational friction
- Assist with internal and external audits by preparing documentation, testing procedures, and supporting findings remediation
Our take
Cross River is a fintech and banking company that builds scalable embedded payments, cards, lending, and crypto solutions for businesses and individuals. Now a unicorn company with a valuation exceeding $1 billion, Cross River was founded in 2008 as a way to combine the innovations of financial technology with the existing world of banking.
Cross River has partnered with rising fintech businesses such as Ibanera, helping the Florida-based company build an all-in-one cross-border payments service. The company’s bigger picture approach has allowed it to develop several arms in the lending, compliance, and capital market sectors, amongst others, leading to a corporate flexibility that is crucial in the rapidly-evolving market.
Cross River was named as one of several companies under investigation for facilitating PPP fraud in the US as of December 2022. It has also come under intense scrutiny from the FDIC for allegations of unsafe banking practices in relation to its lending activities, with a consent order issued in March 2023. In the wake of the FTX and Silicon Valley Bank collapses the regulatory environment is getting tougher and Cross River clearly needs to ensure its processes and activities are compliant with the law if it is going to return to its previous position of growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2022
$620m
LATE VC
Apr 2020
$100m
SERIES C
Total funding: $848m
Company benefits
- Retirement planning
- Employee development fund
- Ongoing learning and development opportunities
- Volunteer opportunities
- Charitable donation matching
- Monthly happy hours
- Free haircuts in our salon located at HQ
- Complimentary dry cleaning at HQ
- Valet parking at HQ
- Shuttle service to/from NYC
- Gym located at HQ
- River Cafe at HQ
Company HQ
Fort Lee, NJ
Leadership
Gilles Gade
(CEO & Chariman)Previously CFO at First Meridian Mortgage, Co-Founder and Managing Director at Chela Technology Partners, Associate Director at Barclays Capital and Investment Banking Associate at Bear Stearns & Company.
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