About Column For companies building financial technology and transforming the financial services space, the biggest bottleneck to their growth and innovation is often the underlying banks and infrastructure stack they rely on. We have spent our careers founding and scaling companies like Plaid, Square, SoFi, Blend, and Affirm, and have seen this problem firsthand - builders and developers needing to partner with traditional banks, and creating API and abstraction layers over the patchwork that is the bank, its core, and many other vendors. All of this results in a complex (and often expensive) banking supply chain involving a user, fintech, BaaS middleware provider, bank, core and the Federal Reserve. At Column, we set out to simplify and fix this. We are a bank and a software company built from the ground up, offering builders and developers technology-forward banking solutions that cut out the hundreds of vendors, middleware providers, and abstraction layers. This means a safer, more transparent, and less costly banking supply chain. Come build with us! The opportunity Payment Operations is a critical aspect of providing our customers with a premier banking experience. As the founding member of our Payment Ops team, your mandate is to create and implement a scalable operational process at Column to handle an increasing volume of payment operations-related cases. You will also be responsible for developing a set of metrics and KPIs to measure the success of the process you build and implement. In addition to developing the process, you will also handle the caseload by providing our customers with white-glove payment operations and technical support. To be successful in this role, you'll have a operations-focused mindset, a knack for customer service, deep understanding of Column's payment procedures, NACHA standards, and payment procedures for other banks. You'll work closely with internal stakeholders, our customers, and other financial institutions. This is a great opportunity for someone excited to think strategically about what a best-in-class, scalable payments operations function looks like at a fast-growing bank, and get their hands dirty building and implementing new systems and processes. This role reports directly to the Head of Solutions Engineering and will work alongside our team in-person in our Presidio-based office in San Francisco 3+ days a week. What you'll do:
- Create and implement an operational system to streamline payment operations and support requests, with an eye towards building a foundation which enable us to operate at scale.
- Identify and calculate payment operations-related metrics and KPIs which measure the success and efficiency of the request queue.
- Manage the queue of payment operations-related cases submitted by our customers and from other financial institutions.
- Investigate and resolve customer inquiries related to ACH, wire (domestic and international), checks, Fednow, and RTP.
- Responsible for identifying, assessing, and managing the risk associated with their activities by adhering to policies and procedures established by the Bank and reporting issues identified to management.
What you'll need to be successful:
- Bachelor's degree or equivalent
- Excited by working in an operational, payments, or support role, ideally within a financial institution or financial technology company.
- An interest in operationalizing, scaling, rolling out, and iterating on complex processes.
- Excellent written and verbal communication skills: you can easily develop a comfortable rapport with customers
- Lightweight technical skills (SQL, Javascript, Python), or aptitude to learn quickly
- A growth mindset: You're comfortable navigating ambiguous environments and are energized by the prospect of helping build processes with little guidance
- Strong problem-solving skills and comfort working in a fast-paced environment where priorities can change quickly
What you'll get from us:
- Comprehensive health, dental, and vision plans, including options that are 100% covered by Column for you and 50% covered for your dependents
- FSA and HSA account options to enable use of pre-tax money for medical and dependent care expenses
- 401k plan, including self-directed brokerage options
- Flexible time-off policy - take the time off that you want and need to relax and recharge
- 100% paid parental leave
- Catered lunches and dinners for SF employees
- Commuter benefits
- Regular team building events, including annual offsite
Pay transparency: The annual base salary range for this position is $75,000 - $85,000, exclusive of equity compensation and benefits. The range provided may be inclusive of several career levels at Column, and will be narrowed during the interview process based on a number of factors including, but not limited to, the candidate's skill sets, experience, licensure and certifications, location, and other business and organizational needs. We look forward to hearing from you Column is committed to working with the best and brightest people from the broadest talent pool possible. We value bringing together a team with different perspectives, educational backgrounds, and life experiences, and believe a diversity of ideas is what allows us to develop the best solutions. All qualified individuals are encouraged to apply. If you need assistance or a reasonable accommodation during the application and recruiting process, please reach out to ...@column.com. We participate in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program here.