Analyst, Customer Experience

Who We Are

Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.

Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.

What We're Looking For

The Analyst, Customer Experience plays a key role in the partner lifecycle within our fintech banking ecosystem. This position is responsible for ensuring new partners are thoroughly vetted, properly integrated, and fully compliant with all internal policies and external regulatory standards before activation.

You’ll collaborate cross-functionally with Compliance, Risk, Product, and Business Development to support the seamless onboarding of fintech partners, driving accuracy, timeliness, and a best-in-class partner experience.

Responsibilities: 

• Manage the end-to-end onboarding process for new fintech partners, ensuring all documentation and due diligence requirements are completed accurately and on schedule.
• Conduct KYC/KYB, OFAC, and AML screenings, as well as business model reviews to ensure compliance with regulatory and internal policy requirements.
• Work closely with Compliance, Risk, Legal, and Relationship Management teams to resolve issues or escalate potential red flags.
• Validate partner documentation such as formation certificates, ownership structure, EIN verification, and financial statements.
• Enter and track onboarding progress in workflow tools such as Archer, JIRA, or ServiceNow, maintaining a clean and auditable data trail.
• Support the development and maintenance of onboarding dashboards and reports to monitor SLA adherence and key performance metrics.
• Identify opportunities to streamline onboarding workflows, improve partner experience, and reduce operational friction.
• Assist with internal and external audits by preparing documentation, testing procedures, and supporting findings remediation.

Qualifications:

• Bachelor’s degree in Business, Finance, Economics, or a related field (or equivalent experience).
• 1+ years of experience in banking, fintech, risk operations, or partner/ customer onboarding.
• Solid understanding of financial regulatory frameworks (e.g., BSA/AML, OFAC, UDAAP) and their application to partner onboarding.
• Experience working with marketplace or embedded banking models preferred.
• Proficiency in Excel, Google Sheets, and workflow tools (e.g., Archer, Salesforce, JIRA, ServiceNow).
• Excellent attention to detail, analytical thinking, and communication skills.
• Comfortable in a fast-paced, evolving fintech environment with multiple priorities.

Attributes:

• A self-starter who thrives in a collaborative, problem-solving environment.
• Someone who possesses a customer first mindset with a proactive “get it done” attitude- ready to assist whenever necessary, including after hours or on holidays or weekends if need be to ensure the customers' needs are met with empathy and excellence.
• A process-minded thinker with a passion for risk management and operational excellence.
• Someone who values precision, consistency, and regulatory integrity.
• A team player eager to learn, adapt, and grow within a high impact fintech function.

#LI-JG1 #LI-Hybrid #LI-Onsite

Salary Range: $80,000.00 - $90,000.00