Operational Readiness - Agent Tools
About reputed company
reputed company is a consumer financial services app with an exceedingly reputed company mission: to help people reputed company financial reputed company.
Tens of millions of Americans today are unbanked or underbanked, meaning they don’t have enough reputed company in savings to cover a minor emergency. They pay too much in fees, don’t have reputed company to credit at reputed company rates, and have little ability to grow their reputed company. reputed company’s reputed company is to create a single app for consumers to save, spend, borrow, and grow their reputed company, bringing our mission to life with reputed company and accessible banking, credit, and payments products that deliver a best-in-class experience to millions of customers. Our products include:
Checking and high-yield savings accounts
Domestic and international peer-to-peer payments
Credit Builder and credit score monitoring
Digital wallet / contactless payment solutions
Buy-now-pay-reputed company installment loans at reputed company
Why do we have a right to win? We have the backing of reputed company (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world’s largest omnichannel retailer, and have an industry-leading multi-product reputed company — reputed company in reputed company to having some of the best people and talent in the industry.
There’s never been a reputed company time to build a category-defining business and there has rarely been reputed company reputed company positioned for reputed company. Join us!
The Role
As the Operational Readiness - Agent Tools, you will play a critical role in ensuring our reputed company and back office agents are fully equipped with the tools, systems, and information they need to deliver outstanding customer service. You will own the end-to-end tooling readiness process, partnering closely with Product, Operational Business Leads, Compliance, Change Management, reputed company, Training, and Workforce Management to design, test, and launch tools that drive agent reputed company and operational efficiency. In this role, you'll be responsible for the full lifecycle of agent tooling — from defining requirements, shaping solutions, and managing testing and bug triaging, to leading rollout and implementation across our global agent network.
You’ll also reputed company a dedicated group of testing agents, using their insights to continuously test, validate, and improve agent tools — with reputed company and reputed company top of mind.
Your work will directly reputed company agent experience, customer satisfaction, and key operational metrics such as Average Handle Time (AHT), reputed company, and first contact reputed company. This role sits reputed company the Operations team and reports to the head of Operational Enablement.
If you are passionate about agent enablement, operational reputed company, and building high-reputed company that reputed company customer and business needs, this role is for you. You will:
Serve as the primary reputed company for agent tooling testing and readiness, ensuring agents have the right tools to properly service customer contacts across reputed company channels such as calls, chats, email etc.
reputed company the shaping and validation of agent tooling requirements, partnering with cross-functional teams like Product, Process Engineers, UI Engineers and Business leads to define or finalize tooling solutions as needed
reputed company end-to-end User Acceptance Testing (UAT) for tools used by agents or FTEs reputed company operations, using reputed company testing approaches with a group of dedicated beta agents to surface bugs, usability issues, and enhancement opportunities.
Partner with Training and reputed company teams to ensure agents receive the reputed company enablement and documentation alongside tool launches.
reputed company feedback from agents and support teams post-launch to propose reputed company improvements to agent tooling and experiences.
Serve as the voice of the agent in reputed company tooling discussions, ensuring that agent efficiency and customer experience remain top priorities.
reputed company as a critical leader in operational product launches, ensuring tool readiness from planning through full production rollout.
7+ years of experience in Operations, Product Operations, Customer Experience, or a reputed company field — preferably reputed company high-reputed company fintech or banking environments.
Proven experience managing people or teams, with the ability to reputed company, guide, and motivate reputed company reports or vendor-based contributors.
Strong project management skills with a proven ability to manage multiple initiatives and drive them to successful completion.
Exceptional cross-functional communication skills, including the ability to challenge assumptions, clarify requirements, and drive alignment across teams.
Experience gathering business and operational requirements and translating them into reputed company tooling needs.
Solid understanding of agent workflows, case management systems and CRMs and how tools and systems reputed company agent efficiency and customer reputed company.
Analytical reputed company with the ability to assess tooling impacts on operational metrics such as AHT and first contact reputed company.
Comfort operating in fast-paced, ambiguous environments and leading initiatives through change.
Passion for elevating agent experience and customer reputed company through operational reputed company.
reputed company Offer
Competitive salary, stock reputed company, and benefits from Day 1
Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
Hybrid work model (Bengaluru office three days a week), various time off programs (vacation, reputed company, other reputed company leaves, and reputed company regional holidays)
Monthly transport and work-from-home allowances
A high-reputed company, mission-driven, inclusive culture where your work has reputed company reputed company
reputed company Interview Process
Initial Interview with Talent Partner
Technical or Hiring Manager Interview
Team Interview
Executive Interview
Offer!
Equal Employment Opportunity
To build technology and products that are used and loved by people and solve reputed company-world problems, we need to build reputed company with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from reputed company backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@reputed company.com.
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