Customer Solutions Analyst

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.

What You Will Do

As a key member on our Operations Project and Issue Management team, you will work to accomplish the following objectives:

• Support existing and new business domains, workstreams and projects
• Engage in business domain and product issue triage, impact analysis and assessment
• Collaborate with business domain owners to develop issue resolution scope, requirements, action plan, milestones, remediation and closure approval
• Act as liaison between Business Domain/Technology and Operational stakeholders
• Partner with functional stakeholders and resource managers to execute against business needs
• Identify and communicate impacts to Operational processes and initiatives through data analysis, metric evaluation and lean process assessments
• Assist business domains and project team in solving roadblocks 
• Support business operations requirements management for new and existing product and tooling features
• Drive awareness of requirements across business domains and identify substandard systems processes through evaluation of real-time data
• Manage competing priorities and communicating progress updates, needs, and risks to senior leadership and key stakeholders
• Provide data-driven improvement ideation for customer operations to improve target KPIs (Contact Rate, First Contact Closure, Case Deflection, Handle Time, CSAT, etc.) 
• Perform, evaluate, and communicate thorough quality assurance at every stage of issue resolution and systems development
• Follow established Issue Management/PMO standards and guidelines
• Maintain required documentation and generate status reporting as needed

What You Bring

Candidates for the Customer Solutions Analyst role will bring experience working in the banking or fintech industry along …