Senior Consumer Operations Associate

extra holidays - extra parental leave - fully flexible
Work set-up: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

At least 3 years of experience assisting consumers in regulated industries like financial services or healthcare., Knowledge of credit reporting laws such as the Fair Credit Reporting Act., Strong attention to detail and ability to explain complex topics clearly., Experience with consumer support systems like Zendesk or Salesforce..

Key responsibilities:

  • Handle complex consumer disputes and inquiries about credit reports.
  • Provide guidance and mentorship to junior team members.
  • Recommend process improvements to enhance efficiency and compliance.
  • Monitor performance metrics and stay updated on regulatory changes.

Nova Credit logo
Nova Credit Financial Services Scaleup http://www.novacredit.com/
51 - 200 Employees
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Job description

Nova Credit is a credit infrastructure and analytics company that enables businesses to grow responsibly through alternative credit data. As a Consumer Reporting Agency (CRA), Nova Credit leverages its unique data infrastructure, compliance framework, and credit expertise to help lenders fill critical gaps in traditional credit analytics. The company transforms the fragmented universe of consumer financial data into compliant, actionable risk insights through a comprehensive platform designed to increase conversion through expanded coverage, speed, and reliability. Leading organizations, including HSBC, RBC, SoFi, Scotiabank, AppFolio, and Yardi, work with Nova Credit to make smarter credit decisions through cash flow underwriting with Cash Atlas™, quickly verify income with Income Navigator, and reach newtocountry consumers with Credit Passport®. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done. We were recently named in Forbes’ Fintech 50 in 2025 and Built In’s Best Places to Work, 2025.

Nova Credit offers a dynamic and inclusive work environment where you can meaningfully impact the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting our team members professional growth and development. If youre passionate about leveraging technology to drive financial inclusion, we want to hear from you!

As a Senior Consumer Operations Associate (IC2), youll be right at the center of our mission to expand financial inclusion. In this role, youll tackle the trickier consumer questions and concerns, helping people understand their credit reports, resolving disputes when information is incorrect, and addressing complaints with care and expertise.

Youll be the goto person for complex cases that require a deep understanding of credit reporting laws like the Fair Credit Reporting Act. Beyond just handling your own cases, youll also provide guidance to newer and more junior team members, showing them the ropes and helping them develop their skills.

This position is perfect for someone who enjoys both solving problems for consumers and helping colleagues grow professionally. Youll leverage your experience working in highly regulated environments, along with your keen attention to detail and ability to learn complex compliance frameworks, to ensure were not just meeting requirements but truly supporting people on their financial journeys. If you have experience working with the Fair Credit Reporting Act and state privacy laws, we’d love that. However, if youre not familiar with those specific regulations, we can provide training – what matters most is your proven ability to navigate regulatory requirements and apply them thoughtfully in consumerfacing situations.

This is a remotefirst role, prioritizing candidates in the state of California. You will initially report to our Sr. Product Privacy and Regulatory Counsel, and transition to a dedicated Manager of Consumer Operations as the team continues to grow and evolve.

WHAT YOULL DO:
  • Tackle the more challenging consumer cases that come our way—this means helping people with complicated disputes, answering tough questions about their credit reports, and resolving complaints using your demonstrated knowledge of credit reporting laws and our internal guidelines
  • Recommend improvements to our processes when you spot bottlenecks or pain points, suggesting specific changes that could make things run more smoothly while still following regulatory requirements
  • Provide guidance to newer team members, sharing what youve learned and helping them build their confidence in handling cases correctly through peer support and informal mentoring
  • Contribute to developing or improving our team guides and training materials so everyone has clear instructions and new team members are onboarded quickly and effectively
  • Handle escalated consumer cases with professionalism and expertise, applying your deeper knowledge of regulations to resolve complex situations
  • Help monitor our performance metrics related to response times and quality, ensuring were meeting our promised service standards and identifying trends in our data
  • Partner with colleagues from other teams, like Product, Engineering, and Data Science, when solving issues that require their expertise
  • Stay current on regulatory changes affecting consumer operations and help explain the implications to your teammates when procedures need to be updated
  • Share valuable insights with our leadership team when you notice patterns in consumer feedback or potential compliance risks that should be addressed

  • WITHIN THE FIRST MONTH, YOULL:
  • Complete your training on our Income Navigator Product, and be equipped to respond to most types of inquiries about that product using our Zendesk macros with team guidance.
  • Learn more about Nova Credits products, vision, and get to know your fellow Novans.

  • WITHIN THE FIRST QUARTER, YOULL:
  • Handle a majority of inquiries independently across all of our products.
  • Communicate across teams to own and resolve consumer disputes, as well as any privacy or compliance items.

  • WITHIN THE FIRST YEAR, YOULL:
  • Provide feedback to Nova Credit leadership teams to support risk assessment and resolution.

  • YOUR SKILLSET:
  • Youve spent at least 3 years helping consumers—ideally in financial services, healthcare, or another regulated industry where following specific rules was part of your daily work. If you’ve worked with a credit bureau, bank, lender, or tenant screening company and have an understanding of credit reporting, we’d love that!
  • Youre comfortable learning and applying complex regulatory frameworks like the Fair Credit Reporting Act, with the ability to explain concepts to consumers in clear, accessible language
  • You have a sharp eye for details that others might miss, like noticing when a consumers documentation doesnt match what theyre claiming or when a case might have compliance implications
  • You can take complex topics and break them down into simple, clear language that makes sense to someone without industry knowledge—whether thats explaining a process, a regulation, or addressing consumer concerns
  • You remain patient and empathetic when helping consumers who are frustrated or confused
  • Youre skilled with consumer support systems (e.g., Zendesk, Salesforce), using their advanced features to improve your efficiency and helping others with tips and shortcuts to be more effective
  • Youre good at prioritizing your work independently, knowing when to handle timesensitive cases first versus when to focus on providing peer guidance or reviewing a complex case
  • Youre meticulous about documenting your work, capturing all the essential details and your decision rationale so that anyone reviewing your cases can understand precisely what happened
  • Youve not just followed processes but have actively recommended improvements—perhaps by suggesting a more efficient way to handle certain types of cases or creating a better template for responding to common questions
  • Everyone is welcome at Nova Credit. We are an equalopportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.
    •

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Industry :
    Financial Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Consumer PrivacyRegulatory ComplianceCredit Report VerificationSalesforceFair Credit Reporting ActZendeskCustomer Complaint ResolutionProcess Improvement

    Other Skills

    • Detail Oriented
    • Mentorship
    • Empathy
    • Time Management
    • Communication
    • Problem Solving
    Are you interested?

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