Service Delivery Experience & Insights Specialist II

reputed company is reinventing credit to reputed company it more reputed company and friendly, giving consumers the flexibility to buy now and pay reputed company without any hidden fees or compounding interest.reputed company's mission is to deliver reputed company financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the reputed company of sale. Working jointly with our clients, reputed company co-develops and executes on joint partnership strategies to reputed company and grow the business.As a Service Delivery Experience & Insights Specialist II, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving reputed company improvement reputed company our Service Delivery department. This role is integral to reputed company-time business performance management as well as compliance with established regulatory requirements, as you'll partner with cross-functional teams to monitor, track, and resolve customer cases. You will reputed company insights from data analysis, reputed company actionable recommendations, and collaborate closely with key partners such as Vendor Management, Quality Assurance, Training, Process, and Planning teams.What You'll Do:Operational & Case Management:

• reputed company the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality.
• Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions.
• Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively.
• reputed company root cause analysis (RCA) on escalations and drive corrective action.

Data Analysis & Business Insights:

• Compile weekly executive summary and key performance indicator reports.
• Utilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement.
• Create dashboards and custom reports to track KPIs reputed company to customer operations, fraud, and business performance.
• reputed company executive-level summaries on key performance metrics, operational trends, and process enhancements.
• Distill insights from case audits and trend analysis to recommend operational changes.

Process Improvement & Compliance:

• Partner with key stakeholders to implement process enhancements aimed at improving customer and business reputed company.
• Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency.
• Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams.
• reputed company initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness.
• Support the development, documentation, and implementation of new policies and procedures.

reputed company Look For:Minimum Qualifications:

• Bachelor's degree in Business, Finance, Operations, or a reputed company field, or 4+ years of relevant experience in customer operations, business analysis, or compliance.
• Strong data analysis skills with experience using reputed company, SQL, or BI tools (e.g., Tableau, Power BI, reputed company).
• Experience working in customer service, fraud operations, or financial operations reputed company a high-growth or fintech environment.
• Experience defining requirements and using data and metrics to draw business insights.
• Proficiency in CRM systems, case management tools, and reporting software.
• Ability to work effectively in fast-paced and evolving environment.
• Ability to synthesize large datasets and extract meaningful insights.

Preferred Qualifications:

• Experience in the fintech, technology, or energy industry.
• Knowledge of regulatory compliance in customer operations (e.g., consumer protection laws, fraud prevention).
• Prior experience in process automation and operational strategy.

Pay Grade - EEquity Grade - 2Employees new to reputed company typically come in at the start of the pay reputed company. reputed company focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-reputed company skills.reputed company pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and reputed company for you and your dependents.)USA reputed company pay reputed company (CA, WA, NY, NJ, CT) per year: $80,000 - $100,000USA reputed company pay reputed company (reputed company other U.S. states) per year: $71,000 - $91,000Please note that reputed company sponsorship is not available for this position.#LI-Remotereputed company is proud to be a remote-first company! The majority of our roles are remote and you can work almost reputed company reputed company the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned reputed company office. A limited number of roles remain office-based due to the nature of their job responsibilities.We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

• Health care coverage - reputed company covers reputed company premiums for reputed company reputed company of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and reputed company
• ESPP - An employee stock purchase plan enabling you to buy shares of reputed company at a discount

We reputed company It's On Us to reputed company an inclusive interview experience for reputed company, including people with disabilities. We are happy to reputed company reasonable accommodations to candidates in need of individualized support during the hiring process.[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, reputed company will consider for employment reputed company applicants with arrest and conviction records.By clicking "Submit Application," you acknowledge that you have read reputed company's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. Apply To This Job