Technical Customer Operations Associate

About Us

MoneyLion is America’s most powerful and rewarding financial membership, empowering people to take control of their finances to achieve their overall life goals.

Since its launch in 2013, MoneyLion has amassed more than 4 million members and has earned its customers trust with new banking and investment capabilities that offer a one-of-a-kind rewards program, no-fee checking account, overdraft protection, and loans funded in 15 seconds or less.

From a single application platform, users can get a holistic snapshot of their entire financial lives while having access to personalized and contextualized tips and tools to improve their credit and achieve everyday savings.

By rewarding financial responsibility, providing top-notch customer assistance, and offering insightful financial education tips, we aim to positively impact our customers and enable them to better their financial health.

MoneyLion team members are passionate about making a difference in people’s lives. We work fast, collaborate always, and above all else, we do it for our customers.

REMOTE OPPORTUNITY AVAILABLE


About the Role

The Digital Self-Service owner is a self-starter that manages our various systems, applications, and their respective integrations. This is a highly collaborative role, working closely with product owners, operations analysts, customer service managers and other departments within the organization to create the best environment possible in regards to our internal tech stack, self-service functionality and overall the digital customer experience.

Reporting to the Director of Operations, it is critical to success that one has a high attention to detail, analytical skills, as well as the ability to quickly become an expert in a variety of systems, services, and tools. It’s also important that the applicant has both a strategic and executional skill-set when it comes to managing systems.

Key Responsibilities:

    • Define the strategy, scope, and objective for digital enhancements, drafting vision and requirements documentation to improve the experience across the customer digital end-to-end journeys with a primary focus on self-service
    • Manage the configuration, and evolving functionality of core operations systems
    • Assess digital enhancement opportunities to meet performance goals of revenue, conversion and cost-savings
    • Actively participate in user experience and solution design sessions as the business owner to identify areas of improvement
    • Partner with analytics personnel to assess current digital performance, build business cases for digital projects and measure revenue, conversion and cost savings results from the delivery of enhanced online and on app functionality and improved customer experience
    • Partner with other Product teams to ensure a focus on streamlined end to end online and on app experiences
    • Partner with Operations and Product to drive awareness and usage of online and in-app self-service capabilities, encouraging front line personnel to become Digital advocates to drive self-service usage and improve overall customer satisfaction.
    • Enhance our omni-channel offerings across all channels with a heavy focus on optimizing for digital self-service and Customer Satisfaction

    About You

    • Bachelor's degree or equivalent
    • 3+ years quantitative and business analysis skills
    • 3+ years digital product management, SaaS industry, or related experience
    • 3+ years supporting operations and/or customer-facing teams
    • A deep understanding of how different systems interact and potentially integrate with each other
    • Track record of leading complex cross-functional operational initiatives with a strong attention to detail
    • Experience working for an innovative financial services company is strongly preferred
    • Excellent analytics and problem solving capability.

    MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We realize the full promise of diversity and want you to bring your whole self to work every single day.