At Wisetack, we’re building financially responsible consumer lending products that help service-based businesses thrive.

Wisetack is a well-funded growing startup founded in 2018 with a leadership team that comes from Lending Club, Affirm, Varo Money and other top FinTech companies. We’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, (investors in Airbnb, LinkedIn, Instagram, Dropbox, and many more).

We raised a $45M Series B and have invested in our people and technology while growing our partnerships. We grew 10x in 2021, and exceeded the goal of growing 4x in 2022. This is a fun stage in any company's lifecycle where we've got the core foundation built, a healthy growth rate, and a clear path to success, but you'd still be joining early enough to help shape the future of the company. 

Most recently, we were recognized as the Best Consumer Lending Solution by Finovate Awards and have been selected by LendIt as a 2022 winner in the Best Emerging Lending Platform category for their Fintech Industry Awards. The external recognition is great, but we're equally — if not more — happy with the recognition from our customers. Our current NPS rating is a sky-high 78 (industry average hovers around the 40s or 50s, depending on who you ask). We're proud that we're building a product that customers love as well as being recognized as a Great Place to Work by our team members.

The Role

As an experienced Sr. Contact Center Operations Analyst you are expected to be an advanced professional in an operations contact center environment, systems used for support and loan servicing & operational processes. You will elicit, understand, and document the internal customer's business requirements, processes and workflows developing both written and visual depictions of requirements and process flows. You will also closely interact with other business SMEs through analytics, development of existing/new system features and also demonstrate functionality to the customer stakeholders.

This job requires an experienced analyst who can partner effectively with all levels of the organization, lead others, drive results, proactively identify and resolve problems, and make challenging decisions. You will also be responsible for recommending and instituting business analysis best practices, tools and methodology towards standardization of business analyst deliverables and procedures.

This is a senior individual contributor role; as a trusted advisor to the team, you will apply your technical expertise to the realization of meaningful business process improvements across the organization, and you must be confident in your ability to do so. You will lead discovery and analysis sessions with stakeholders and help business teams derive unambiguous business rules and requirements that can be translated into actionable specifications for teams. You will be responsible for partnering with business stakeholders across the organization, specifically with the  operations, analytics, product and engineering teams.

A team player with a collaborative mindset is essential.

Responsibilities

  • Break down, analyze, and investigate complex system problems and end-to-end contact center operations.
  • Inform stakeholders on the health and efficiency of systems through dashboards, reports, and presentations
  • Primary business systems liaison to the Customer Support, and Product teams acting as the consultative partner to providing timely remediation, support, and strategic mentorship to ensure Operations business objectives are met
  • Serve as main point of contact and project coordinator for business applications, process and corresponding enhancements
  • Manage multiple competing priorities through effective organization and communication
  • Develop and execute UAT test plans and perform root cause analysis of key business systems

Requirements

  • 5+ years of experience in system analysis, design, and implementation
  • 3+ years of experience working with contact center systems and CRMs (Zendesk, Kustomer, Five 9, Genesis, etc.)
  • 2+ years of experience in analytics with using BI tools such as Tableau, PowerBI, and Domo. 
  • Strong proficiency in developing & enhancing SQL queries
  • Working knowledge of APIs
  • Highly organized, results-driven, with exceptional attention to detail with great end-to-end program management
  • Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application consultants
  • Extraordinary problem-solving abilities, strong attention to detail, and ability to handle multiple projects at the same time
  • Experience working with product managers, engineering, and sprint cycles
  • Understanding of operational efficiency requirements and strive to improve them constantly
  • Proven ability to work cross-functionally and build relationships at all levels of a company
  • Ability to work independently and in a team environment

Bonus points

  • CRM Administrator certified
  • Previous experience in FinTech Customer Support / Collections
  • Previous experience in multi-channel collections environment
  • Comfortable in an entrepreneurial environment, with its fast pace and fluid nature, comfortable delivering results with a small, lean team

The range of base salary for the position is between $100,000 - $140,000, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.

Spend a little time on our About Us page researching our team and our values, and check out our Press page and our blog for more background on what we do. If you think this might be a fit, we’d love to hear from you!

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Wisetack’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Please reach out to our support team via our help center.