Customer Solutions Analyst



IT, Customer Service
Austin, TX, USA
Posted on Tuesday, June 25, 2024

Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

What You Will Do

As a key member on our Operations Project and Issue Management team, you will work to accomplish the following objectives:

  • Support existing and new business domains, workstreams and projects
  • Engage in business domain and product issue triage, impact analysis and assessment
  • Collaborate with business domain owners to develop issue resolution scope, requirements, action plan, milestones, remediation and closure approval
  • Act as liaison between Business Domain/Technology and Operational stakeholders
  • Partner with functional stakeholders and resource managers to execute against business needs
  • Identify and communicate impacts to Operational processes and initiatives through data analysis, metric evaluation and lean process assessments
  • Assist business domains and project team in solving roadblocks
  • Support business operations requirements management for new and existing product and tooling features
  • Drive awareness of requirements across business domains and identify substandard systems processes through evaluation of real-time data
  • Manage competing priorities and communicating progress updates, needs, and risks to senior leadership and key stakeholders
  • Provide data-driven improvement ideation for customer operations to improve target KPIs (Contact Rate, First Contact Closure, Case Deflection, Handle Time, CSAT, etc.)
  • Perform, evaluate, and communicate thorough quality assurance at every stage of issue resolution and systems development
  • Follow established Issue Management/PMO standards and guidelines
  • Maintain required documentation and generate status reporting as needed

What You Bring

Candidates for the Customer Solutions Analyst role will bring experience working in the banking or fintech industry along with the following criteria:

  • Bachelor’s degree (or equivalent experience) in finance, operations management, information technology, computer science or similar field of study
  • 2+ years of issue and/or problem management experience, including the ability to source and analyze data from various sources
  • Working knowledge of various project management methodologies (e.g., agile/scrum)
  • Comfortable working through ambiguous issues/problems to create clarity and prioritize actions
  • Highly analytical and ability to present data-driven solutions
  • Ability to prioritize tasks to meet deadlines and changes
  • Ability to explain complex concepts/issues for alignment and understanding
  • Strong risk management mindset and ability to assess operational impacts
  • Excellent problem-solving capabilities and decision-making instincts
  • Ability to build relationships across functional areas to achieve goals
  • Ability to communicate and ask clarifying questions to drive results
  • Strong communication, interpersonal and negotiation skills
  • Team-oriented, high empathy, and transparent
  • Solid working knowledge of relevant Microsoft applications, including Visio

Ideal candidates will additionally bring one or more of these skill sets and experience:

  • Business requirements gathering and project plan development experience
  • Presentation experience with stakeholders and senior executives
  • Proactively on the lookout for opportunities to increase operational efficiency
  • Ability to detect risks and dependencies and their impact to Business Domains and Operations
  • Understanding and application of Lean Six Sigma principles and practices
  • Atlassian Products (Jira, Service Management, & Confluence)
  • Salesforce Products (Service Cloud, Experience Cloud, & 3rd party integrations)
  • LucidChart (or comparable process mapping tools)

Base salary range: $ 87,000- $106,000 annually. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.

Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.

Our perks include:

  • Company Equity in the form of Stock Options
  • Quarterly performance-based bonuses
  • Generous employer-paid health, vision and dental insurance coverage
  • Flexible vacation policy
  • Educational assistance
  • Free gym membership
  • Casual dress code
  • Team building events and activities
  • Remote work arrangements/ flexible work schedule
  • Paid parental leave

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.