Head of Banking Operations - Utah
Seis United States
Date Posted: 31 Jan, 2023
Work Location: San Francisco, United States
Salary Offered: $100000 — $150000 yearly
Job Type: Full Time
Experience Required: 6+ years
Remote Work: No
Stock Options: No
Vacancies: 1 available
Seis is banking for the 44 million native Spanish speakers living in the US. Our mission is to build the most delightful, full-service banking experience for anyone who wants to bank in their native Spanish. We treat Spanish speakers as first-class citizens & are ending dial 2 for español.
We launched our checking account + debit card product in Q4'21 and are growing very quickly - we need your help to continue creating an amazing experience for our customers.
Here are some things you'll do on the job:
- Disputes: own our entire disputes process, ensuring customers with legitimate disputes get an A+ experience.
- Partner bank relationship: manage the operational relationship with our partner bank, advocating for our customers.
- AML: run our AML identification process closely with our partner bank.
- Negative account balances: build & run the process for preventing & investigating accounts with negative balances.
- Card inventory: manage our debit card inventory from forecasting demand to ensuring timely delivery.
- Case Management: improve our current case management system for escalated customer issues.
- EDD: build out our EDD function in partnership with our banking partner.
- Fraudulent Merchants: ensure fraudulent merchants don't charge our customers' cards.
- Suspected Fraud on debit cards: assist customers flagged for suspected fraud.
- Rejected Docs in applications: help customers submit the correct documents for account applications.
- Customer Support: collaborate with our Customer Support team on disputes and feedback.
- Work cross-functionally to improve our product and resolve technical issues.
- Turn disputes & customer pains into genuine customer love.
You'll know you're successful when:
- Our margins increase because more customers love us.
- Customer Support no longer manages disputes.
- Our partner bank recognizes us as their most organized & proactive client.
- Legitimate disputes are resolved quickly.
- We reduce costs associated with negative account balances.
- More customers successfully complete our application process.
- Legitimate merchants aren't blocked.
About you:
- Background in consumer fintech & card programs is ideal, but not required.
- Experience & judgment to make the right decisions and implement processes.
- Process-oriented, ensuring nothing slips through the cracks.
- Ability to communicate professionally with various stakeholders.
- Problem-solving skills to enhance efficiency.
- Knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards.
- Genuine desire to delight customers.
Additional Info:
- Relocation assistance to Utah if needed.
- Fully paid medical, dental, and vision insurance.
- 401k available.
About Seis
Banking 100% in Spanish for the 44 million US Spanish speakers.
Company Size: 11 - 50 People
Year Founded: 2021
Country: United States
Company Status: Actively Hiring
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