Description
About Borrowell:
Borrowell is a Canadian company whose mission is to make financial prosperity possible for everyone. The first in Canada to offer free credit scores, Borrowell provides educational resources, monitoring, innovative digital tools, and personalized product recommendations to help people feel in control and optimistic about their financial future.With more than 3 million members, Borrowell is one of the largest fintech companies in Canada. To support us on our mission, we’re building an exceptional team of high-performing yet humble individuals who believe Canadians deserve more choice when it comes to financial services.We place a high value on building a diverse and inclusive workplace and are proud to have a gender-balanced team.
We know that diverse teams perform better; half of our team identify as women or non-binary.We’re always on the lookout for passionate and driven people. If you think you’d be a great fit at Borrowell, read on to learn more about us and how our business works!
About the Role:
Borrowell’s Operations & Insights team helps service and support the Borrowell Loan, Credit Builder (CB), Rent Advantage (RA) and Past Rent Payments. The team is also responsible for Member Experience (MEx) Analytics and Reporting, along with spearheading process improvements and other special projects.Reporting into the Operations & Insights Manager, Member Experience, the Member Operations Specialist will bring an operational mindset, with a focus on process improvement, and a strong ability to efficiently execute day-to-day administrative responsibilities such as processing PAD payments for Credit Builder, updating Partner product information in our database, and regular auditing & system testing across our various tools.
You will be expected to become a subject matter expert in credit reporting and assist the team in ensuring credit reporting is submitted on time for all products. You will also take a leading role in various projects relating to process improvement of MEx tasks, Zendesk admin and MEx reporting.
Responsibilities:
- Manage PAD payment retries and the delinquency cancellation automations for our Credit Builder.
- Be a subject matter expert for credit reporting and assist with monthly Metro2 file submission and ad-hoc corrections across all products.
- Become the administrator of our support ticketing system, Zendesk, and partner product database tool, Knack.
- Own the auditing and system testing for cancellation journeys, payment processing and equity returns in our Loan Management System.
- Creating and maintaining internal SOPs for Operations tasks and Help Center Articles for members.
- Assist with managing Support and Operations for the Borrowell Loan, as needed.
- Identifying process improvements and automations to maintain a lean and efficient MEx team as the business continues to scale.
- Assist Operations & Insights Manager with ad-hoc projects including but not limited to Zendesk admin, reporting & analytics, process improvement and vendor analysis for new tools.
Requirements
- 1+ years experience in a customer-facing role
- 1+ years experience working with Zendesk
- Effective communicator both verbally and in writing
- Proven ability to deal with ambiguity in a rapidly changing business environment
- Strong organization, attention to detail, critical thinking, and prioritization skills
- Ability to make data-driven decisions from interpreting and analyzing large sets of data; experience using tools such as Excel, Google Sheets, and Looker
Nice to haves:
- SQL
- Experience with credit reporting
- Experience working with loan products
- Experience with Zendesk Admin & Explore
Benefits
- The Opportunity - join and have a major impact at a growing company that is helping make financial stability possible for everybody
- Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
- Additional Health Benefits - virtual benefit offering that allows you to connect 24/7 with nurses, doctors and mental health professionals
- Maternity & Parental Leave Top-up - available to new parents
- Wellness & Transit Benefit - $600 annually to spend on whatever brings you joy
- WFH Reimbursement - we ship you gear like a laptop, mouse, keyboard, and you can reimburse additional items to make your workplace better for you
- Employee Development Benefit - annual reimbursements on payments to help your learning
- Givewell Benefit - 1 paid volunteer day a year to give back to the community
- Flexibility - flexible working hours and a flexible vacation policy
We are remote-first across Canada with an office in Toronto. This role requires you to attend in-person meetings and team-building events.
At Borrowell, one of our core values and firm beliefs is that diversity makes us better. If you’re unsure about your qualifications for this position we’d still encourage you to apply. We’re looking for candidates who have experience but know that not everyone’s had a chance to demonstrate what they can do. What’s most important is that you have a growth mindset and care about helping people with their finances - an area in their lives that causes a lot of stress.Please note that due to the sensitive nature of the work we do, clearing a credit and criminal record check is a condition of employment.By submitting your application you consent to Borrowell's use and processing of your personal information in connection with your job application at Borrowell and its recruitment processes.Borrowell encourages applications from candidates with differing abilities.
Please let us know if you require accommodation at any stage in the selection process.
