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Job Descrption

EMPOWER OVERVIEW
Empower is a financial technology company on a mission to expand access to fair credit and give anyone in the world the opportunity to improve their financial security and mobility. Our vision is to underwrite the next billion people in the world using alternative data and machine learning to assess financial responsibility more thoughtfully and equitably. Through innovative credit products, offered in a user-friendly mobile experience, we’re making credit more accessible and inclusive and providing more people the chance they deserve to participate in our financial system.
Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Are we the next great place to grow your impact and accelerate your career? We think so:Inc. ranked Empower #56 in the 2023 Inc. 5000 list of the fastest-growing private companies in the US (#55 in 2022). Forbes put Empower on its 2023 list of America's Best Startup Employers. Fast Company recognized the new Empower Thrive line of credit in their 2022 list of the Next Big Things in Tech.
THE EMPOWER WAYGreat Expectations: We come up with bold, audacious goals for ourselves and go all out for impactOwner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forwardSpirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our viewCustomer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our communityInclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the tableNo Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully  WHAT EMPOWER OFFERSCompetitive salaryGenerous equity packageFull healthcare and dental benefitsTechnology  expense reimbursementWork  from anywhere
JOB DESCRIPTIONIn this role, you will contribute to Empower’s back office operations for the Thrive line of credit product. You will work alongside a team of dedicated operations specialists responsible for completing fraud investigations, responding to disputed transactions, KYC reviews and other internal procedures. The ideal candidate exhibits exceptional competency in managing various aspects of the workload while ensuring adherence to quality standards and regulatory requirements.
Travel for company offsites is expected at a minimum 2 times a year.

Key Responsibilities

• Review user-submitted information & documentation for inconsistencies
• Regularly report on/escalate situations that require higher-level review
• Actively discuss and provide your thoughts & recommendations, both internally and with our partner, on individual user situations
• Conduct investigations and gather evidence against users and high-risk dispute cases
• Correspond with users via email (and occasionally, via phone)

Candidate Qualifications

• Motivated by Empower’s mission and determined to create a personable and meaningful experience for our customers
• BA/BS degree or 2+ years equivalent experience in financial services operations
• Direct experience with BSA/AML/KYC programsFamiliarity with banking regulations and payment processes (e.g.s Reg E, Reg Z, Reg B, UDAAP, FCRA)
• Specific experience with a comparable FinTech is a plus
• Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers with a high level of empathy
• Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
• Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn’t exactly match up to our job description, you should feel empowered to apply regardless!

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