BaaS Operations Specialist

Job not on LinkedIn

November 12

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Grasshopper Bank

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Banking • Fintech • API

Grasshopper Bank is a digital-first bank focused on providing innovative financial solutions for small businesses, startups, and venture capital firms. They offer a wide range of banking services including small business checking and savings accounts, startup banking, and lending options such as SBA and venture capital lending. In addition, they provide embedded finance and API banking solutions, showcasing their expertise in fintech and digital finance. Grasshopper Bank focuses on secure and flexible operating accounts, as well as treasury management tools designed to help businesses and firms manage their finances effectively. With a strong emphasis on digital banking, they offer powerful online tools to facilitate bookkeeping, cash flow management, and payment processing for their clients.

51 - 200 employees

Founded 2020

🏦 Banking

💳 Fintech

🔌 API

📋 Description

• Act as the primary operational point of contact for BaaS partners and internal teams. You will drive the resolution of complex operational, technical, and payment inquiries, ensuring processes execute accurately and efficiently. You will manage urgent client requests and ensure compliance with all Service Level Agreements (SLAs). Assist in the implementation of new BaaS programs, including testing and operational readiness for partner launches as needed. • Work cross-functionally communicating with key teams, including Embedded Finance, Risk/Compliance, Client Services, and Product. • Serve as the designated escalation point for all complex operational issues. You will manage and resolve payment exceptions, returns, recalls, and treasury service issues, including customer disputes such as Regulation E claims. • Analyze workflows and performance data to identify bottlenecks and recommend improvements for greater efficiency and accuracy within the BaaS ecosystem. • Develop, document, and maintain Standard Operating Procedures for all BaaS operational processes. Ensure operational activities align with Reg E, NACHA, and other applicable frameworks.

🎯 Requirements

• A bachelor's degree in business administration, finance, or a related field is required. • Related experience in banking or financial services operations specifically in the BaaS/Embedded Finance space. • Accredited ACH Professional (AAP) certification preferred • Proficiency in managing and using customer service software like Zendesk to streamline client support. This involves tasks such as ticket management, workflow automation, reporting, and integration with other banking systems. • Experience with core banking systems and operational software, including the ability to learn new applications quickly. Experience with specific platforms like FIS, IBS, Increase, Treasury Prime, Wrike is preferred. • The ability to use data to monitor operational performance, identify trends, and inform business decisions for process improvements and solve complex payment processing issues between operations and banking clients.