Senior Brokerage Operations Specialist

Job description

ABOUT ONEPAY OnePay is the consumer fintech trusted by millions of Americans to make money better. Our financial system is broken. High fees, low rates, and too few ways to actually grow your money. We’re fixing it. And we’re moving fast. We’re an all-in-one financial services platform that brings together banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto in one place. We also partner with employers, HCM providers, gig platforms, and others to deliver embedded financial services to millions of employees and frontline workers. We’re backed by Walmart, the world’s largest retailer, and Ribbit Capital, one of fintech’s most respected investors, giving us rare scale, distribution, and the opportunity to build something truly category-defining. But what really sets OnePay apart is how we move. Our customers don’t have time to wait… and neither do we. This place moves fast, and we’re looking for people who are: - Ready to run - Hungry and driven by urgency - Exceptional at what they do, with low ego - Comfortable operating in motion THE ROLE As 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 BRING - 7+ 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 OFFER - Competitive salary, stock options, and benefits from Day 1 - Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs - Hybrid work model (Noida office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays) - Monthly transport and work-from-home allowances - A high-growth, mission-driven, inclusive culture where your work has real impact STANDARD INTERVIEW PROCESS - Initial Interview with Talent Partner - Technical or Hiring Manager Interview - Team Interview - Executive Interview - Offer! EQUAL EMPLOYMENT OPPORTUNITY To 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 talent@onepay.com.