Operations Support Analyst

Origence • Irvine, CA

1d • $62,100 - $77,600

About The Position

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term. About you You are a self-driven, conscientious, fiscally responsible, self-aware, passionate and compassionate professional. You are comfortable with ambiguity, eternally curious, and love problem solving. You operate as an owner and work with a growth mindset. You are extremely productive on your own, and act as a multiplier collaborating with others. You are tireless in questioning the status quo and pursue the best answers to the hardest problems to the benefit of the business. Your focus is strong and capable of context switching and pivoting with the business. In the vacuum of leadership, you assume it. The Operations Support Analyst primary role consists of providing exceptional operational support for Origence clients using the Origence arc suite of products for both direct and indirect lending and marketing.

Requirements

• BA/BS Degree or commensurate experience
• Three years' experience in a lending industry or marketing environment.
• A minimum of one year experience working with Origence products.
• Experience with automated lending systems, decision engine, underwriting, credit scoring, portfolio monitoring and tracking, regulatory compliance and point of purchase.
• Extensive knowledge of consumer loan operations, including processing, underwriting and funding
• Integrate AI-powered tools into business processes to eliminate bottlenecks and improve overall productivity.
• Ability to work independently with a high level of initiative in a fast-paced environment.
• Excellent oral, written, organizational and interpersonal skills.
• Excellent computer/PC background with in-depth knowledge of MSOffice Suite (MSWord, Outlook, Excel, Power BI, Project and PowerPoint).
• The ability to collaborate with internal teams, outside vendors and external clients.
• Strong analytical skills and data-driven thinking.
• Strong organizational and time management skills with strong attention to detail; ability to manage and prioritize multiple tasks simultaneously and meet assigned project deadlines in a timely manner.

Responsibilities

• Provide high-quality and responsive operational support to lender clients for all product applications, demonstrating advanced knowledge of consumer lending or marketing operations and Origence products.
• Assist clients with minor to moderate changes to system settings and configurations within our origination platform and provide guidance and support to clients to ensure smooth operation of the platform.
• Assist with contact database management, data cleaning and list management to help improve email productivity for marketing campaigns within the arc MX product.
• Provide effective troubleshooting to assist with technical issues related to the marketing platform.
• Assess the scope of client support requests to determine if requests qualify for Professional Services, and effectively transition client to the Professional Services team as needed.
• Continue to develop own knowledge of Origence products and services, including new product offerings, and new features and functionality of existing products.
• Train clients to manage their own systems to foster self-sufficiency, reducing dependency on support services.
• Provide high-quality and responsive operational support to lender clients via telephone and/or electronically for all product applications.
• Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus.
• Maintain comprehensive case documentation in ticketing systems and ensure proper communication to the client is made in a timely manner.
• Understand client expectations, show empathy and urgency and escalate issues appropriately.
• Maintain security and integrity controls of all confidential client data and account information.
• Prioritize tasks or projects against client needs and set service level expectations to provide timely status updates.
• Evaluate the effects of these decisions to ensure client needs are met, to identify gaps in providing high levels of service and to determine actions needed to fill those gaps.
• Anticipate and identify obstacles in delivering quality service.
• Suggest process changes for client or internal improvements by acting as a subject matter expert and resource to management.
• Support leadership and team goals by regularly contributing ideas on areas where the team can continually improve the client experience.
• Contribute to continuous team development through knowledge sharing and mentoring front line team and peers on learned disciplines and product-specific knowledge.
• Contribute to improving team dynamic and client experience by applying knowledge of Origence products to processes and identifying better business processes for clients.
• Act as QA liaison for the organization by assisting with QA efforts on product pre-release testing efforts.
• Provide input on product features, functions and client experience.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture!
• Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees