At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics, and workflows, enabling more people to access credit opportunities. Our cross-border credit product, Credit Passport®, cash flow underwriting product, Cash Atlas™, and income verification product, Income Navigator, are trusted by over 4,000 companies, including leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With over $100 million raised from Kleiner Perkins, General Catalyst, Index Ventures, Canapi Ventures, YCombinator, and First Round Capital, Nova Credit is revolutionizing the way lending is done. We were recently named in Forbes’ Fintech 50 in 2025 and Built In’s Best Places to Work, 2025.
The Consumer Operations Associate will play a critical role in advancing our mission. As a key member of our Consumer Operations team, you'll handle consumer inquiries, disputes, and complaints while ensuring compliance with regulatory requirements. This role combines customer service excellence with attention to detail and regulatory awareness.
We are remote-friendly within the contiguous U.S., and we prefer working hours that correspond with the Pacific Time Zone. Flexibility is also strongly preferred.
Nova Credit offers a dynamic and inclusive work environment where you can meaningfully impact the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting our team members' professional growth and development. If you're passionate about leveraging technology to drive financial inclusion, we want to hear from you!
KEY RESPONSIBILTIES
Handle incoming consumer inquiries with empathy and understanding, maintaining professionalism and attention to detail while providing compassionate support
Learn and apply the Fair Credit Reporting Act and other relevant regulatory requirements to cases
Follow established standard operating procedures and documentation requirements to handle cases within regulatory guidelines
Maintain accurate documentation of all consumer interactions and case resolutions
Provide feedback on processes and procedures to help identify improvement opportunities for sensitive information according to privacy and security protocols
Identify and escalate complex cases appropriately to team leads or management
WITHIN 1-3 MONTHS, YOU'LL:
Support consumers with their financial journey
Handle consumer inquiries and dispute resolution
Learn how our operational and support systems work and begin communicating directly with our consumers
Understand what drives our consumers
Dive deep into understanding Nova Credit’s products, data, and regulatory model
Get to know your fellow Novans
YOUR SKILLSET:
Bachelor’s degree or equivalent work experience
2+ years of customer-facing experience (e.g., support/call center)
Excellent communication skills (written and verbal) while maintaining composure when handling challenging consumer interactions
Regulatory Knowledge: experience working in a regulatory consumer-permissioned environment
Familiarity with dispute resolution processes
Commitment to maintaining confidentiality and handling sensitive information appropriately
Strong critical thinking and problem-solving skills with the ability to follow detailed procedures
Proficiency in CRM systems, ticketing, Salesforce/Zendesk
Preferred:
Knowledge of FCRA or consumer protection regulations
Bilingual abilities are a plus. Spanish or French preferred.
Familiarity with consumer credit reporting laws
Experience handling sensitive customer information or privacy request
FCRA certification or similar industry credentials can be advantageous.
Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.
