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Title: Senior Account Manager, Recoveries (Remote Friendly)

Location: United States

Mission Lane is revolutionizing access to financial tools to pave a clear way forward for millions of Americans on the path to financial success. We strive to create solutions no one ever has before, to redefine the financial industry for the better. Sound like a mission you could get behind?

We’re looking for a solutions-oriented self-starter with customer service leadership experience to to join our Recoveries Department as a Senior Account Manager.

Senior Account Managers can choose to work from our beautiful headquarters office in Richmond, VA, or from their homes, or a little bit of both! We are currently hiring for this position in AR, AZ, FL, MO, NV, PA, TX, UT and VA.

This is a unique opportunity to contribute at a company that’s on the verge of becoming the household name in financial products for the 50% of Americans who aren’t served by traditional financial institutions.

About you:

You’ve developed your problem-solving and leadership skills with 2+ years experience in any professional environment where exceeding customer expectations is the number one priority. We’ve found that customer service leaders from the retail, restaurant and hospitality industries are particularly well prepared for success in this key role.

The impact you’ll make:

You’ll drive forward our mission of financial inclusion by supporting our fast-growing front line team (aka Front-Laners) as we deliver the brand defining experiences that help our customers thrive. Along the way, you’ll play a key role in identifying ways to continually improve and refine our processes and procedures as we continue to grow.

As a Senior Account Manager on the Recoveries team, you will:

• Research and resolve complex customer escalations
• Provide real time policy/procedure coaching for front line agents as needed
• Monitor production queues and partner with workforce management routinely to optimize queue performance
• Identify, track, and communicate any trends for continued front line agent improvement
• Be the primary point of contact for the front line team as it relates to production support issues
• Collaborate effectively across Customer Insights and horizontal business teams as needed
• Routinely deliver policy/procedure updates and refreshers to the frontline team
• Maintain a high level of awareness of the call center activities, processes, and procedures as well as call center best practice

You’ll thrive in this role if:

• You have 2+ years customer service experience, which includes 1+ years of leadership experience and a history of going above and beyond for customers!
• You’re an excellent communicator with proven de-escalation skills.
• You’re a self-stater who is resourceful, resilient, and thrives in a fast-paced environment.
• You have great interpersonal skills and the ability to adapt to the situation at hand.
• You think critically and analytically – reviewing issues, evaluating conditions, and using your good judgment and discretion to determine the best way forward.
• You’re savvy with the use of technology & software.
• You have strong attention to detail.
• You have a private, quiet, distraction free area to work (if working remotely)
• You have a High School diploma or GED

At Mission Lane, we’re looking for people who have the courage to take on new challenges. If you need accommodations to perform at your highest potential throughout the application and/or interview process, don’t hesitate to reach out.

We’re committed to ensuring our team members have balance in their lives. Our comprehensive benefits package* provides the support you need to thrive at work and at home.

• Work: An engaging culture with access to training programs and advancement opportunities
• Life: Full health, dental, and vision benefits, Flexible Spending Account (for medical and childcare expenses), paid parental leave, and a 401k Company Match
• Balance: Generous PTO, flexible schedules, a Calm App subscription, and more.

*Benefits may vary by location

More about Mission Lane:

Mission Lane is based in the U.S., with offices in Richmond, Virginia & San Francisco, California. Founded in December 2018, we’ve rapidly grown to almost 2 million customers.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. And by clear we mean credit without crazy fees that only increase debt. Most traditional credit card companies either overlook or overcharge this group because they have less-than-prime credit scores or no score at all. We decided this just wouldn’t do.

We understand that everyone doesn’t have the same opportunities. We also know that everyone joins us at different stages of their financial journeys. Providing access to clear credit was a critical first step, but our work isn’t done. We are actively developing new products designed to meet our customers where they are, according to their needs.

We get it – life happens. That’s why Mission Lane is hard at work paving a better way forward.

Just like for our customers, Mission Lane creates opportunities for our employees to learn, grow, and prosper. We strive to create an environment that brings out the best in everyone, everyday.

Mission Lane is an Equal Opportunity Employer committed to ersity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane is not currently accepting applications from Colorado, California, Washington State, or New York City. Additionally, we’re not sponsoring new applicant employment authorization and please, no third-party recruiters.