Operations Specialist - Floater

Aspiration is in the business of fighting the climate crisis. We help people and businesses build sustainable impact into what they do every day by making it easy, automated, and powerful -- whether it is in the ways people spend and save their money or the ways businesses engage their customers and employees. The estimated cumulative climate impact of the Aspiration community thus far is the equivalent of taking every car in the state of Wyoming off the road for a year. Aspiration is a certified B Corporation and, in fact, has been named to the “Best for the World” list of the top five percent of highest scored certified B Corporations four years in a row. Aspiration has raised over $550M in funding to date and is growing quickly. As a virtual-first company, there is no preference to location in the United States. Be part of building an innovative and inclusive financial future. 
The Operations Specialist, Floater primary focus will be supporting the needs of Account Management, Check Review, Disputes and Investment Operations. The role will also assist in identifying and implementing process improvement opportunities based on intra-departmental dependencies and general observations of work structure across all Operations departments. Resources to do the job require sound knowledge of Aspiration products, policies and compliance.  
Aspiration Values: Action: We take initiative. We are doers, not bystanders. Boldness: We don’t tinker, we transform. Customer-Centered: Our customers are at the core of our business. Delivering for them is our North Star. Diligence & Dedication: We do what we say we’re going to do, when we say we’re going to do it. Entrepreneurial: Act like an entrepreneur not an employee, generate results for the company and customers everyday.

What You'll Do

• Creates a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communication promptly on progress, and handling customers professionally. 
• Maintain advanced knowledge of banking products and services. • Respond to inquiries via phone/email/Zendesk while maintaining or exceeding agreed upon Service Level Agreements across Operations. 
• Process all assigned desk transactions with a high degree of efficiency and meet or exceed expectations for the assigned desk. 
• Serve as the single point of contact to resolve immediate customer issues/concerns across Operations. 
• Respond to non-routine customer issues and escalated customer concerns from internal customers. 
• Collaborate seamlessly across Operations teams to ensure all policy and procedural manuals are complete and accurate. 
• Assist operations management staff with intermittent department oversight. 
• Maintain industry knowledge by sharing and implementing best practices. 
• Assist management in identifying opportunities to increase service quality and escalates high-level customer issues and concerns to internal business partners. 
• Edit/approve Confluence content and support frontline training efforts as assigned by management. 
• Investigate target areas to analyze and uncover potential enhancement opportunities of current operational procedures, business life cycles and frontline engagement. 
• Research and determine emerging industry trends or concepts utilizing open source information with strict adherence to regulatory standards. 
• Synthesize and quantify observations into actionable insights and useful outputs through reports or presentations to effectively outline value propositions to business owners 
• Delivers information collected among key stakeholders suited to influence strategic objectives and customers alike and ensures appropriate follow up action plans are enacted. 

What You'll Bring

• High school diploma required. Bachelor's degree in Finance, Business or equivalent strongly preferred,
• 2+ years' experience in banking operations or customer service-focused role
• Experience in supporting and troubleshooting remote internal customers using virtual platforms such as Zendesk and Google Suite 
• Previous financial institution experience preferred  
• Working knowledge of applicable Regulations (CC, D, E, Z, etc.) and NACHA operating rules required 
• Deep functional knowledge of banking product offerings and policies
• Must have keen attention to detail and an ability to identify root recommendations inspired by a continuous improvement approach to enhance intra-departmental processes
• Excellent communication skills both verbal and written
• Ability to work independently and in a team environment 
• Highly effective time management skills with the ability to multi-task 
• Advanced working knowledge of MS Office suite and supporting email client software 
• Must have ability to adhere to set deadlines and communicate with various levels of the organization 

Bonus Points

• Passion for user experience, customer service, and social good
• Additional years of relevant experience
• Experience in FinTech or working in a fast-paced startup environment
• Experience working in a bank with a broad set of responsibilities leading to a ‘big picture’ understanding of what is necessary to operate them successfully
• Experience in an organization that is recognized for outstanding customer service and customer experience
• Excellence in business productivity software (Adobe, Google, Microsoft, Bookkeeping & Accounting Solutions)
• Proficiency with cloud-based business intelligence, content management, or case management software
• Demonstrated and substantial success in mentoring peers, building processes, creating business value, or creating uniquely fantastic customer experiences at scale; bonus if any of these were in a financial services environment

What You'll Get

• Making an impact for a company with a mission of transforming the financial industry and the lives of millions
• Diverse & inclusive culture
• Competitive salary and equity incentives
• Robust healthcare plans and 401K 
• Unlimited vacation time

Aspiration is proud to be an ESG company.  We are an equal opportunity workplace and an affirmative action employer. Diversity at Aspiration is not just compliance-driven. Diversity is our compass to drive equitable practices; to celebrate individuality; and to foster the uniqueness within each of us that makes our products, services, and culture better than most. Yes, we are proud to be a DEI company and we encourage everyone, inside and outside of Aspiration, to show up as you are and as you want to be, every day.
This organization participates in E-Verify.  Find more information here!
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