Consumer Operations Associate

At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics, and workflows, enabling more people to access credit opportunities. Our cross-border credit product, Credit Passport®, cash flow underwriting product, Cash Atlas™, and income verification product, Income Navigator, are trusted by leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done. We were recently named Forbes' Best Startup Employers 2024 and Fast Company's World's Most Innovative Companies 2024.

Nova Credit offers a dynamic and inclusive work environment where you can meaningfully impact the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting our team members' professional growth and development. If you're passionate about leveraging technology to drive financial inclusion, we want to hear from you!

The Consumer Operations Associate will play a critical role in advancing our mission to power a more inclusive financial world. You will be working in a highly regulated environment; understanding of FCRA regulations and consumer credit reporting laws is a plus. 

Day-to-day ownership of tasks includes familiarity with dispute resolution processes, consumer rights under FCRA, and credit reporting timelines and requirements.  Exceptional verbal and written communication abilities are crucial, as you'll be interacting with consumers about sensitive financial information and complex regulatory matters. You should be able to explain technical concepts clearly and maintain professional composure in challenging situations. Strong analytical and investigative skills are necessary for researching disputes, verifying information, and resolving complex consumer issues. You should be able to think critically and find solutions within FCRA guidelines.

We are remote-friendly within the contiguous U.S., and working hours will correspond to the U.S. Eastern Time Zone.

WITHIN 1-3 MONTHS, YOU'LL:

• Master operational and support systems

• Manage direct consumer communications

• Learn Nova Credit's product offerings

• Integrate with the team ('Novans')

YOUR SKILLSET:

• 2-3 years of customer-facing experience (e.g. support/call center)

• Excellent communication skills (written and verbal)

• Regulatory Knowledge; experience working in a regulatory consumer-permissioned environment

• Familiarity with dispute resolution processes

• Proficiency in CRM systems; ticketing; Salesforce/Zendesk

• Experience with credit reporting platforms

• Strong analytical and investigative abilities

• Critical thinking skills

• Professional composure

• Strong consumer empathy

• Ability to explain complex concepts clearly

Bonus qualifications:

• Understanding of FCRA regulations.

• Knowledge of consumer credit reporting laws

• Data privacy and security awareness

Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.