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Senior Credit Resolution Ops Analyst

Austin, Remote

Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

About the Role:

Self is building a community of people who are looking to better their lives by building a credit history. You will join our Senior Credit Risk Operations team reporting directly to the Manager of Credit Risk Operations. The Senior Credit Resolution Ops Analyst I will be responsible for assisting with all direct and indirect credit disputes with reasonable investigations by due dates, and provide insights to management to mitigate risks, stay compliant, and enhance servicing operations.

You will be empowered to tackle incoming transactional tasks on a daily basis to help our company scale and mitigate credit washing. You will be challenged to use judgment to make decisions on possible reporting errors. You will be researching and investigating account history and escalating any Self reporting issues.  Responsibilities may evolve within the above description as you become more tenured in the role. 

What you'll do:

  • Complete daily operational investigation and credit resolution tasks, including eOscar ACDV, eOscar AUD, paper dispute responses, and other reporting-related functions as needed and loan verifications
  • Process high risk customer requests including Bankruptcy, SCRA, Account Validations and Goodwill requests.  Requires the ability to understand and analyze a multitude of different documents, often legal in nature. 
  • Credit bureau reporting subject matter expert including reconciling customer level data to bureau reporting data, exception remediation for both onshore and offshore and volume management.
  • Internal systems subject matter expert includes understanding the data flow between different risk systems and suggesting improvements on a quarterly basis
  • Supports external vendors as an escalation agent including assisting agents with questions or issues with customers.
  • Investigate and resolve customer inquiries and complaints in an empathetic manner.
  • Utilizes internal systems to analyze and research trends related to credit reporting and payment history for complicated/escalated cases
  • Provide insights to management to mitigate risks, stay compliant, and enhance servicing operations.
  • Participate in audits and provide responses to internal audits. Maintain compliance with internal controls, operational procedures and risk management policies.
  • Ensure that prioritized workflows are completed timely to ensure compliance with regulatory and business SLAs.
  • Provide regular monitoring and reporting on OKRs and KPIs, and assess resource allocation to maximize efficiency.
  • Communicate needs and prioritization for capabilities needed to meet goals
  • Support team members in resolving escalated issues, questions and complaints to ensure prompt resolution time and consistent quality
  • Direct and monitor workload balance among team members and effectively delegate to ensure goals and SLA’s are consistently met.

What we want you to have:

  • 2-5 years of Credit Bureau or related consumer financial experience required.
  • Knowledge of FCRA requirements and CDIA Metro 2 guidelines.
  • Strong technical skills and knowledge of common rules such as Adverse Action notices, The Bank Secrecy Act, Servicemember Relief Act, etc.
  • Experience with tools such as Salesforce, Sentilink, Jira Service desk, Google Suite, LexisNexis, eOscar, etc.
  • Ability to work with large datasets and analyze complex data
  • Strong attention to detail and accuracy
  • Strong understanding of the credit ecosystem and the impact on the customer
  • Experience and understanding of current federal regulations (FCRA) and credit industry standards (CDIA guidelines).
  • Experience in e-Oscar platform.

 

Base salary for this position is $65,000.00 - $75,000.00. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.

 

Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too. 

Our perks include:

  • Company Equity in the form of Stock Options
  • Quarterly performance-based bonuses
  • Generous employer-paid health, vision and dental insurance coverage
  • Flexible vacation policy
  • Educational assistance
  • Free gym membership
  • Casual dress code
  • Team building events and activities
  • Remote work arrangements/ flexible work schedule
  • Paid parental leave 

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.

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