Banking Operations Associate

Banking Operations Associate | Acorns

Acorns is how everyday consumers save & invest for the long term. By putting tools of wealth-making in everyone's hands, Acorns has become the largest subscription service in U.S. consumer finance, serving nearly 5 million everyday Americans. Customers get:

• Automated investing in diversified portfolios, built with help from experts.
• Easy retirement account that allows customers to invest in their future in minutes, no expertise required.
• Banking that invests with every swipe, allows you to invest from each paycheck, and helps customers get paid up to 2 days early
• Investment account for kids, multiple kids included
• Investment bonuses from brands where you shop
• Money news and education on-the-go

And so much more, all in one app! To date, customers have invested $12.5 billion with Acorns, much of it in spare change. From acorns, mighty oaks do grow!

Acorns is seeking a Banking Operations Associate to execute daily back-office operations for our Banking product. This is an individual contributor role that will report directly to the Manager of Banking Operations. The Banking Operations Associate will become a subject matter expert of our core processing admin platform and will help perform processes for card ordering/card reissues, data entry into audit logs and reports, oversight into back-office staff and quality audits for address verification reviews, and other operational projects as assigned.

You’re right for the position if you thrive on working in a fast-paced environment, setting the highest standards, and working hard as a team to reach them. You’re a team player, and you always put the customer first, even if it means going against the popular consensus.

Job Responsibilities: 

• Monitoring daily reviews for account origination and managing reports on the registration funnel for Acorns Checking
• Manage the manual review process for account originations along with the debit card ordering process end-to-end
• Oversees bulk account closures projects for customers with internal teams
• Daily Report Creation and Monitoring for Operations Processes 
• Assisting with card ordering, reissues, and expedites
• Record daily metrics 
• Review escalated Checking promotion exceptions 
• Address escalated Customer support contacts 
• Submit weekly banking required reporting
• Work requests received from Banking partners including but not limited to CS emails and Faxes from external banking institutions 
• Perform quality assurance reviews on back-office Operations agents and build performance-based metrics for each responsibility
• Collaborates with banking vendors and regulated FDIC external banking partners to ensure clear communication between partners along with maintaining and tracking SLAs for each
• Partner with cross-functional teams to operationalize company strategy into team Objectives and Key Results (OKRs) and support prioritization of plans for execution on a monthly and quarterly basis.

Within 1 month you will:

• Introduce yourself and become integrated with the Acorns team, specifically the Bank Ops team
• Understand all Bank partners and the current bank processes for daily Bank Operations
• Be autonomously performing day-to-day onboarding verifications, and mastering of bank systems

Within 6 months you will:

• Be autonomously completing the weekly Manual Review QC response provided from the banking partner. 
• Completing QC reviews for back office agents tickets and manual reviews
• Be autonomously performing day-to-day operations tasks for card reissues
• Identify and recommend changes and improvements to the daily processes to ensure efficiency 
• Meet deadlines and ensure that processes are being executed accurately, timely, and in an efficient manner 
• Work cross-functionally with training and support to ensure partner updates are communicated effectively
• Assist the Bank Operations team with ongoing and special projects as needed

Within 12 months you will:

• Continue to work with the team to grow and scale the systems/processes for the Bank Operations department

What you will bring to Acorns: 

• BA/BS degree required 
• 2+ years of banking operations experience 
• Proficiency with Microsoft Office applications 
• Excellent written and oral communications skills 
• Ability to problem solve and provide solutions 
• Self-starter with ability to work independently, but unafraid to ask questions 
• High degree of accuracy and attention to detail 
• Driven to learn fast, be creative, and win as a team 
• Experience working in an Agile environment or prior start-up experience strongly preferred 
• Passion for Acorns mission 
• FinTech background

What we offer: 

• Competitive salary and stock options
• A comprehensive benefits package to meet the needs of you and your family
• Flexible paid time off
• Numerous career possibilities that allow you to grow with Acorns
• Talented and motivated team members who care deeply about one another, our mission and our customers.
• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is the leading micro-investing app in the U.S. It allows users to round up their daily purchases and automatically Invest the Change® into a low-cost, diversified portfolio of exchange-traded funds offered by some of the world's top asset managers (including Vanguard and BlackRock). Founded in Newport Beach, Calif., by father and son team Walter and Jeff Cruttenden, Acorns provides a simple entry-point using the Acorns app on iPhone or Android. Customers accumulate fractional shares in one of five portfolios constructed by world-renowned Nobel Laureate economist Dr. Harry Markowitz. Acorns' smart portfolio algorithms automatically work in the background of life, helping users build wealth naturally, pennies at a time. From Acorns mighty oaks do grow.

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Commitment to Diversity, Equity & Inclusion:

Acorns believes diversity, equity and inclusion are fundamental obligations that strengthen our team. We need a diverse, multi-disciplinary team to build a meaningful company and culture. 

Values:

1. Lead with heart
2. Make bold decisions
3. Always build trust
4. Never stop growing
5. Find a way