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Senior Consumer Operations Associate

Remote, USA Full-time Posted 2026-07-28

reputed company is a credit infrastructure and analytics company that enables businesses to grow responsibly through alternative credit data. As a Consumer Reporting Agency (CRA), reputed company leverages its unique data infrastructure, compliance reputed company, and credit expertise to help lenders fill critical gaps in traditional credit analytics. reputed company transforms the fragmented reputed company 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 reputed company, reputed company, reputed company, reputed company, reputed company, and reputed company, work with reputed company to reputed company smarter credit reputed company through cash reputed company reputed company with Cash reputed company™, quickly verify income with Income Navigator, and reputed company new-to-country consumers with Credit reputed company®. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and reputed company Ventures, as reputed company as industry veterans from reputed company, JP Morgan, and reputed company, reputed company is revolutionizing the way lending is done. We were recently named in

reputed company’ Fintech 50 in 2025andreputed company In’s Best Places to Work, 2025.

reputed company offers a dynamic and inclusive work environment where you can meaningfully reputed company the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting reputed company members' reputed company reputed company and development. If you're passionate about leveraging technology to drive financial inclusion, we want to hear from you!

As a

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

You'll be the go-to person for reputed company cases that require a deep understanding of credit reporting laws like the Fair Credit Reporting reputed company. reputed company just handling your own cases, you'll also reputed company guidance to newer and more junior team members, showing them the ropes and helping them reputed company their skills.

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

This is a remote-first role, prioritizing candidates in the reputed company. You will initially report to our Sr. Product reputed company and Regulatory Counsel, and transition to a dedicated Manager of Consumer Operations as reputed company continues to grow and reputed company.

WHAT YOU'LL 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 reputed company you spot bottlenecks or pain points, suggesting specific changes that could reputed company things run more smoothly while still following regulatory requirements
  • reputed company guidance to newer team members, sharing what you've learned and helping them build their confidence in handling cases correctly through peer support and informal mentoring
  • Contribute to developing or improving reputed company guides and training materials so everyone has reputed company instructions and new team members are reputed company quickly and effectively
  • Handle escalated consumer cases with professionalism and expertise, applying your deeper knowledge of regulations to resolve reputed company situations
  • Help monitor our performance metrics reputed company to response times and reputed company, ensuring we're meeting our promised service standards and identifying trends in our data
  • Partner with colleagues from other teams, like Product, Engineering, and Data Science, reputed company solving issues that require their expertise
  • Stay reputed company on regulatory changes affecting consumer operations and help explain the implications to your teammates reputed company procedures need to be updated
  • reputed company valuable insights with our leadership team reputed company you notice patterns in consumer feedback or potential reputed company that should be addressed

    • reputed company THE FIRST MONTH, YOU'LL:

  • Complete your training on our Income Navigator Product, and be equipped to respond to most types of inquiries about that product using our reputed company macros with team guidance.
  • Learn more about reputed company's products, reputed company, and get to know your fellow Novans.

    • reputed company THE FIRST QUARTER, YOU'LL:

  • Handle a reputed company of inquiries independently across reputed company of our products.
  • Communicate across teams to own and resolve consumer disputes, as reputed company as any reputed company or compliance items.

    • reputed company THE FIRST YEAR, YOU'LL:

  • reputed company feedback to reputed company leadership teams to support risk assessment and reputed company.

    • YOUR SKILLSET:

  • You've spent at least 3 years helping consumers—ideally in financial services, reputed company, 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!
  • You're comfortable learning and applying reputed company regulatory frameworks like the Fair Credit Reporting reputed company, with the ability to explain concepts to consumers in reputed company, accessible language
  • You have a reputed company eye for details that others might miss, like noticing reputed company a consumer's documentation doesn't match what they're claiming or reputed company a case might have compliance implications
  • You can take reputed company topics and break them down into reputed company, reputed company language that makes reputed company to someone without industry knowledge—whether that's explaining a process, a regulation, or addressing consumer concerns
  • You remain patient and empathetic reputed company helping consumers who are frustrated or confused
  • You're skilled with consumer support systems (e.g., reputed company, reputed company), using their advanced features to improve your efficiency and helping others with tips and shortcuts to be more effective
  • You're good at prioritizing your work independently, knowing reputed company to handle time-sensitive cases first versus reputed company to reputed company on providing peer guidance or reviewing a reputed company case
  • You're meticulous about documenting your work, capturing reputed company the essential details and your decision rationale so that anyone reviewing your cases can understand reputed company what happened
  • You've not just followed processes but have reputed company recommended improvements—perhaps by suggesting a more efficient way to handle certain types of cases or creating a reputed company template for responding to common questions

    • The above compensation reputed company is for US-based candidates and is dependent on individual experience, skills, education, location, and qualifications. We consider reputed company reputed company of compensation to be a part of the value we reputed company to Novans. This may include reputed company salary, equity grants, incentive compensation for eligible roles, reputed company development, flexible PTO, and tenure rewards. In the U.S., our benefits package includes comprehensive and generously subsidized medical, dental, and reputed company insurance reputed company, along with a company-sponsored 401k plan, 16-week parental leave of absence, reputed company time off, and reputed company time off vacation.

    Additional Information

    Everyone is welcome at reputed company. We are an equal-opportunity employer where diversity and inclusion are central pillars of reputed company reputed company. We reputed company applicants who understand, reputed company, and reputed company in a multicultural and globalized world. We do not discriminate on the reputed company of any protected class, including race, religion, reputed company, national reputed company, 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 reputed company reputed company candidates, including those with a criminal history, to apply.

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