Salary $65,000 - $125,000 a year job type full-time
Full job description
Stilt (yc w16) is building a bank focused on 45 million immigrants in the usImmigrants are traditionally shut out of the financial system because they lack a financial identityWe are building technology to democratize access to financial services.
Improving access to financial services for everyone, especially for the underserved and immigrants has never been more importantThey contribute $1.6t to the economy, have built many $100b+ companies, and generated millions of jobsStill, immigrants don`t get the services they deserveWe are building technology to help immigrants from day 1 of their arrivalSince launch, we have helped hundreds of thousands of immigrants from 160+ countriesWe are growing fast and now at an inflection point in our journey to help millions of immigrants.
We are based in san francisco (open to remote), founded by an immigrant team with expertise in finance, technology, and machine learning70% of the team is immigrants and from underrepresented backgroundsWe are working hard to make financial services simple by using non-traditional data, building a modern scoring and decision engine, and improving operational efficiency.
It is a challenging and fulfilling opportunity for someone looking to make a difference in the lives of immigrants across the worldAs we rewrite the approach to banking, we are looking for our lead finance hire who believes in making this happen with us.
What you will do:
Manage and grow a team of customer service representatives to handle responses across all channels - calls (inbound and outbound), emails (inbound and outbound) and live chats (intercom)
Hire, onboard, train, and develop a team of full time customer service reps and contractors (remote team)
Work with the leadership team to identify, track, and improve kpis for the customer service team
Write processes for , create templates for responses, and
Collaborate with other functions - engineering, compliance, operations, and credit risk to provide up to date, compliant, and accurate information to customers
Leverage internal and external tools for efficient resolutions of customer inquiries
Be a leader and set high standards of service for the team
Data-driven who you are:
5+ years of experience in customer service roles at a fast growing fin tech startup
Have experience managing and scaling a remote customer service team (full time agents and contractors)
Customer service experience working with credit products such as loans is preferred
Have developed training materials for customer service representatives (full time and contractors)
Knowledge of loan terminology, payment methods, and compliance requirements
Onboarded and managed third party agencies when scaling customer service operations
Have experience with loan payments, servicing, and collections
Deep knowledge of the following tools: zendesk, front, jira/confluence, intercom
Being organized and effective in your role is a requirement
Being data driven is a plus.
We offer competitive compensation and benefitsOur employees love all the little things we do to celebrate them and make them feel a part of a strong team.
The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people`s lives
Comprehensive medical, dental, and vision coverage (we cover 90% of insurance premiums)
Contribute to a 401(k) (managed by guideline)
Virtual cards for you to spend on anything that can help you do your work better (no questions asked and no reimbursements need to be filed)
Paid expenses (food, drinks, travel) when you meet team members close by (no questions asked and no reimbursements need to be filed)
A laptop of your choice with any configuration (windows or mac)