Senior Customer Operations Analyst, Avant
$55-75k
+ Annual Bonus
More information about location
3 days a week in office
Personal credit FinTech
Be an early applicant
Personal credit FinTech
501-1000 employees
Be an early applicant
$55-75k
+ Annual Bonus
More information about location
3 days a week in office
501-1000 employees
Company mission
To move financial lives forward.
Role
Who you are
- Bachelor’s degree in a field such as computer science, electrical engineering or equivalent work
- 1+ years’ experience in data management or analysis
- 1+ years’ experience with SQL
- Data-oriented with a focus on core KPIs and reporting; proven capability of executing various data-driven projects
- Excellent analytical, problem-solving, and project management skills
- Experience working with large data sets
- Experience working with a Business Intelligence tool, Databricks preferred
- Excellent written and oral communication skills
- Must be a self-starter and able to work independently as well as in a team environment
- Detail oriented with strong organizational skills
- Experience working with Python
What the job involves
- As a Senior Analyst on the Customer Operations Team, you will be a key resource in developing business intelligence and reporting needs for the leadership team supporting our customer-facing operations
- Customer Operations handles upwards of 3 Million customer interactions a year and we take pride in operating as efficiently as possible, while effectively providing first class customer support as Avant continues to scale
- We are looking for someone with strong technical, analytical, and organizational capabilities who is comfortable exploring data using SQL, Python and Databricks
- The ideal candidate will also be comfortable taking a problem, investigating and suggesting data driven solutions
- Reporting directly to the Manager of Customer Operations, you will be responsible for modeling and managing data sets that Customer Operations uses to maintain sound decision making
- You will work with the Customer Operations organization and cross-functional stakeholders on Avant’s Data Team to design and document dashboards, productivity and efficiency insights, exception alerts and reports
- You will be called upon to solve operational problem statements leveraging analytical tools
- A successful Operations Analytics Sr Analyst will develop a thorough understanding of our numerous data sources and work with senior business stakeholders to publish trusted, governed data sets that can be utilized to drive operations productivity, efficiency and performance
- Collaborating with our Data Services and Business Intelligence teams to ensure that the Customer Operations function has the information necessary to make data-driven performance and productivity decisions
- Overseeing the data governance and change management process for operations key metrics utilized in intraday, daily, weekly, and monthly Customer Operations performance oversight and governance. Examples: call center SLAs, agent productivity and quality measurements, and core efficiency reporting
- Build and maintain reporting for Customer Operation functions that provide insight into queue management, staffing, productivity, planning, risk reduction, and opportunities for execution related efficiency gains. Examples: creating net new reporting from new data sources, assisting in migrating and expanding Databricks reporting, and building automated checks to alert for agent performance issues
- Coordinate with department leaders and business stakeholders to better understand objectives to ensure that operational analytical processes align with product and business goals. Example: queue management and productivity reporting for back office functions that own a wide range of tasks with highly decentralized data sources, many with regulatory risk exposure
- Develop and communicate trend reporting and data analysis of workload and agent performance
- Take on additional assignments to help drive efficiency and improved performance across Customer Operations technology. This would include projects related to customer communications (Phone, Email, SMS) and development of Virtual/AI communication channels
Our take
Many Americans with below average credit scores are caught in a bind: they're unable to improve their score, and simultaneously cannot access traditional loans. Avant's alternative is to offer credit options that are powered by machine learning and based upon a large database that helps to manage risk.
For its users, the company offers a quick credit decision and speedy access to any allotted funds. It has issued over $8 billion in loans to date, and has also expanded its business through the acquisitions of ReadyForZero in 2015 and Zero Financial in 2021.
This expansion has enabled Avant to reach towards its goal of offering a whole suite of products in a single platform, such as loans, credit cards, and deposits. Although there are many FinTechs looking at ways to remove the barriers that people with low credit scores face when trying to take out loans, this expansion to banking products should help Avant to stand out.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2022
$125m
GROWTH EQUITY VC
Sep 2015
$325m
SERIES E
Total funding: $779m
Company benefits
- Choice of great medical, dental, and vision insurance plan options
- 401(k) Match
- Unlimited paid time off
- Flexible work environment
- Generous paid parental leave
- Lunch allowance (Fooda) and in-office snacks
- WFH stipends for our remote employees
- Access to LinkedIn Learning for professional development
- No meeting wednesdays - (a.k.a. planned time to Get Sh!t Done)
- Summer fridays
- Fun in-office and virtual social events
- (And who doesn’t love the swag)
Company HQ
River North, Chicago, IL
Leadership
Al Goldstein
(Co-Founder, Chair & CEO)They worked for a year at Deutsche Bank before founding Pangea Properties in 2008, and Avant in 2013. They have been Chair since, alongside founding Amount, Spring Labs, and StoicLane.
Paul Zhang
(Co-Founder & CIO)Having studied at the University of Illinois, they spent a year as a Software Engineer at CashNetUSA and Enova Financial. They founded Debteye in 2011, before starting Avant in 2013, serving first as CTO then Chief Architect, CTO again and finally CIO.
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