File Operations Associate

Position Objectives

SBT is seeking a File Operations Associate to support our company’s rapid growth. This role will be responsible for handling file error scenarios while maintaining the day-to-day health of our customer file transfer workflows. The role will require engaging directly with customers and internal technical partners to ensure issues are resolved swiftly and within service level agreements (SLA). At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who acts urgently to address customer file needs.

What you will do

• Research and resolve file error and failure scenarios that occur during the customer file transfer process
• Work directly with customers via email and/or phone to ensure adherence of acceptable file formats and transfer best practices
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
• Take ownership and accountability of issues, contributing to high level of customer satisfaction
• Ensure customers receive the appropriate level of detail on error cause / preventative analysis
• Monitor file operations dashboard seeking trends in errors or unexpected changes in volume
• Collaborate, cross-functionally, to resolve elevated or escalated file issues
• Act as a backup for FPA configurations
• Create SFTP and assist with follow-on management of white- listing, connections, etc.
• Provide support towards enhancing the content of our file specific knowledgebase
• Contribute to enhancing the efficiency within our operational process flow
• Create ad-hoc reports in fulfillment of internal or customer facing requests
• Reconcile campaign / messaging results from customer requests (as needed)
• Exception processing of messages (as needed)

Compliance Duties

The Associate File Operations Engineer will also be a key supporter of compliant texting, including:

• Identifying non-conforming processes
• Promoting best practices in compliance with customers
• Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements
• Adhering to the Company's Code of Conduct/Ethics
• Ensure the security of information

Competencies and Experience

• 2+ years of applicable File Operations and/or Customer Support experience working in a technical field or Software-as-a-Service (SaaS) company
• Proven success delivering technical support directly to BTB customers
• Experience with file structures, file transfer protocols (STFP), operational structures, and customer workflows
• Strong customer focus and adaptability with ability to shift priorities without warning and address unexpected issues
• High analytical and problem-solving competency
• Excellent detail-oriented, organizational, and time management skills
• Proficiency working with Microsoft Office and Zoom phone/webinars
• Excellent verbal and written communication skills
• Elevated desire to continually learn and grow technical skill set
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce or similar CRM, and Jira experience is a plus
• Bachelor’s degree is preferred

General Duties and Expectations:

• Adhere to the Company's Code of Conduct/Ethics.
• Create and maintain effective working relationships with other Company employees.
• Ability to multi-task, prioritize, and manage time effectively.
• Contribute to the professional culture within the office and the company overall.
• Project a professional and appropriate company image in all dealings with clients, vendors, business partners and visitors.
• Ensure security of information in all matters pertaining to company, client, and consumer information.
• Contribute to the professional culture within the office and the company overall.

About Solutions by Text

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States. 

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.