CommonBond is the award-winning fintech company where people come first. Our approach is no big secret: lower rates, simpler options, and a world-class experience to support people throughout their student loan journey. Plus, every time we fund a degree we also pay for a child’s education through our Social Promise. Since our launch in 2012, we’ve funded over $4 billion in student loans and we’ve helped our members save over $1 billion.

We are looking for the next leader to join our operations team and deliver the world-class customer support that is core of who we are. This role emphasizes training, coaching, and management of people and processes.  You will help deliver world-class customer experiences by supporting our customer success team day-to-day, evaluating its members, tracking key metrics, and finding ways to make us better every day. Excelling in this role will mean proactively anticipating challenges, identifying and clearly articulating issues in our systems, and striving for a seamless experience for our borrowers.

In terms of your background, you may come from several different places. You may be an operations or program manager at a bank or a customer success leader at a fashion ecommerce company. The common thread is that you love people, you get along well with numbers, and you deliver. By deliver, we mean you are conscientious about doing what you say you will do and are committed to doing your part to help us all meet our collective goals. We all rely heavily on each other, and to be successful we will all trust that you will deliver, just as you will trust your teammates here. 

CommonBond is a fast-paced, exciting environment where new opportunities emerge every day, The Operations Associate will join a growing team at an innovative company that is on the cusp of scale. You will be a core reason the company scales. You will pick up on our relatively short, but powerful heritage of service and advocacy and you will take us to the next level.

As Operations and Customer Success Associate you will be the eyes, ears, voice, and soul of CommonBond’s connection to our borrower community. You will develop and execute both inbound and outbound communications strategies to ensure every student and graduate we touch has an incredible experience.

More specifically, you will:

• Support our customer success team, assist with our day-to-day operations, and participate in long-term planning
• Have an in-depth knowledge of our products and systems and be able to discuss all product features with applicants, members, and internal stakeholders
• Assist in managing our portfolio and maintaining our credit quality
• Improve and iterate on our operations and customer success processes
• Keep the team abreast of process changes; continually train and develop our front line customer service team
• Manage and problem-solve new and complex situations
• Collect, aggregate, and draw insights from information gathered during communication with borrowers and our team; turn these insights into action plans with the product, marketing, business development, risk, and compliance teams
• Help create and implement operational processes for new products and workflows

Desired Qualifications

• Fantastic communication skills
• Professional but not stuffy – we’re sharp and competent but also fun
• Experience in financial services is great, but more important is your ability to learn fast
• Team player – you want to be relied upon and you understand how others make your goals achievable
• Strong computer skills (MS Office, basic internet skills, savvy enough to pick up new systems)
• Sense of urgency – you want to “go, move, make things happen, and shake things up!”
• Innate sense of service to those around you – you just like people
• Nimble – able to handle changing tasks and priorities and adapt quickly
• Supreme ability to organize yourself and your tasks, and manage your time
• 1-2 years of experience
• Bachelor’s degree and an objectively strong academic record
• Ability to work full-time, standard office hours is a must

You can work in our New York City HQ; or remotely from anywhere in the US (as long as you work east coast hours). As a heads up, due to the on-going pandemic of COVID-19, if you choose to work from our NYC HQ, it is likely that you’ll start working remotely.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.