Senior Brokerage Operations Specialist

About OnePayOnePay is a consumer financial services app with an exceedingly simple mission: to help people achieve financial progress.Tens of millions of Americans today are unbanked or underbanked, meaning they don’t have enough money in savings to cover a minor emergency. They pay too much in fees, don’t have access to credit at affordable rates, and have little ability to grow their wealth. OnePay’s vision is to create a single app for consumers to save, spend, borrow, and grow their money, bringing our mission to life with simple and accessible banking, credit, and payments products that deliver a best-in-class experience to millions of customers. Our products include:Checking and high-yield savings accountsDomestic and international peer-to-peer paymentsCredit Builder and credit score monitoringDigital wallet / contactless payment solutionsBuy-now-pay-later installment loans at WalmartWhy do we have a right to win? We have the backing of Walmart (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world’s largest omnichannel retailer, and have an industry-leading multi-product value proposition — all in addition to having some of the best people and talent in the industry.There’s never been a better time to build a category-defining business and there has rarely been a team better positioned for the opportunity. Join us!The RoleAs the Senior Brokerage Operations Specialist in India, you will be responsible for supporting a team of front office and back office agents. This role will impact OnePay’s mission by enhancing customer trust and satisfaction and maximizing operational efficiency. You will oversee a team of agents, ensuring customers receive timely and effective support while meeting OnePay’s service goals. Responsibilities include supervising and training agents and increasing customer satisfaction. You will also work closely with the Customer Service Operations and Compliance Teams to facilitate the resolution of escalated customer related issues and complaints. This role reports to the Brokerage Operations Lead.This role is responsible for:Team Leadership - Supervising, training and developing a team of service agents. Fostering a high-performance team atmosphere and ensuring adherence to company policies.Operational Oversight - Working with the Brokerage Operations Lead to manage day-to-day operational activities of the broker dealer, ensuring accuracy, compliance and efficiency in all processes. This includes daily monitoring of various operational reports and escalation of any issues that arise from those reviews.Compliance and Risk Management - Working with the Brokerage Operations Lead to identify and mitigate areas of operational risk.Problem Resolution - Addressing customer complaints, escalating issues and finding solutions to enhance customer satisfaction.Data Analysis and Reporting - Tracking KPIs and providing insights into the customer service experience.Process Improvement - Analyzing customer feedback, identifying areas for improvement and implementing changes to enhance the customer experience.You Bring7+ of financial service customer service/operations leadership experience.Strong understanding of the US equities market and brokerage-related functions. FINRA Series 7 and Series 24 licenses required.Strong communication skills.Strong analytical and problem-solving abilities.Ability to work effectively across multiple functional teams.An act-like-an-owner mentality.What We OfferCompetitive salary, stock options, and benefits from Day 1Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programsHybrid work model (Bengaluru office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)Monthly transport and work-from-home allowancesA high-growth, mission-driven, inclusive culture where your work has real impactStandard Interview ProcessInitial Interview with Talent PartnerTechnical or Hiring Manager InterviewTeam InterviewExecutive InterviewOffer!Equal Employment OpportunityTo build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at [email protected].

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