Make a game-changing next move.

Learn more about the opportunities in Coatue's portfolio.

Director of Operations - Bank Disputes Processing



This job is no longer accepting applications

See open jobs at Stash.
Remote · United States
Posted on Wednesday, December 13, 2023

Too many people in the U.S. continue to be left behind by traditional financial services institutions. At Stash, an investing app for more than 2 million active subscribers, we’re on a mission to address that reality by empowering people to invest and build better lives. We’re turning money into a source of hope and opportunity and giving our customers the confidence to take charge of their money and financial future.

It’s an exciting time to be a Stasher! Bolstered by a new slate of world-class leaders and a fresh round of financing, we’re headed into our next phase of growth with momentum. We’ve implemented product enhancements that make it easier for individuals to start their financial journey with us, and operational changes to help us deliver for and support our customers with optimal speed, rigor, and transparency. Also in the past year, Stash launched its groundbreaking back-end infrastructure, Stash Core, allowing the company to exceed 70% in gross margin as it marches towards profitability.

Get to Know Bank Operations at Stash

We are hiring for a Director of Banking Operations. In this role, you will be in charge of spearheading process improvements through automation and enhanced tooling for Bank Operations. You will work with our internal teams and external vendor partners to deliver against performance metrics of success and create high quality resolution to customer issues. You will oversee the Processing Team, led by an Operations Manager, to ensure productivity, quality and regulatory expectations are met. This position reports to the Vice President of Bank Operations.

In this role, you will combine a passion for exceptional agent and customer experiences by creating opportunities to constantly evolve and improve processes, training, quality, procedures and workforce management to drive the evolution of operations processing.

What You’ll Do

  • Oversee Stash Banking Operations servicing, including Dispute investigation and resolution, consumer mobile check deposit processing, and payment exception processing
  • Create, manage and monitor Bank Operations KPIs and OKRs, working closely with senior leadership to align Bank Operations processing with long-term strategy and vision
  • Analyze and share performance data to identify trends and opportunities, and work with key business partners to implement strategic enhancements
  • Create and drive strategic initiatives for bank operations processing while optimizing for quality and efficiency
  • Identify key opportunities for improvements, specifically how to continue to improve processes to enhance the customer’s experience and work cross functionally to implement those changes
  • Document and maintain procedures and training materials for Bank Operations Processing team to drive operational efficiency, and ensure consistently high standards of interaction with the platform and compliance with all Regulatory requirements
  • Build relationships with internal & external stakeholders, monitor key external vendor performance, and identify and implement changes to increase efficiency and maximize Stash and customer benefits
  • Create and support a team environment focused on collaboration, continuous improvement and effective risk management
  • Manage future growth for the Bank Operations processing team as we scale and add new banking products and features

Who We’re Looking For

  • 8-10 years of proven experience growing, mentoring, and leading high performing teams in a dynamic operations environment
  • Extensive experience in Bank Operations, payments and exception processing
  • Strong knowledge of Regulation E, dispute and chargeback lifecycle management
  • Leader and coach with strong relationship, collaboration and influence skills to drive results on key business objectives
  • Strong skills managing strategy and business delivery, including quantitative and qualitative metrics/KPI tracking and optimizing operations efficiency and outcome
  • Operations and workforce management leadership experience
  • Exemplary written and oral communication skills and an ability to translate payments requirements to business stakeholders
  • Data driven, with experience in reporting tools such as SQL, Looker, or Tableau
  • Detail oriented with strong organizational skills and ability to prioritize and execute in a dynamic environment
  • Proven track record of managing complex projects across functions, business lines and business partners
  • Experience working in fintech or financial services
  • Passion for process efficiency
  • Proactive, enthusiastic team player

Gold Stars

  • AAP (Accredited ACH Professional)
  • BPO oversight
  • MasterCard experience


Our Commitment to Diversity, Equity, and Inclusion

We proudly celebrate the unique qualities that make you you, 365 days a year, and not just because it’s the right thing to do or good for business. We embed the principles and practices of diversity, equity, and inclusion (DEI) into all that we do to prioritize people, a Stash core value, and to ensure Stashers of all backgrounds and experiences can be their authentic selves.

We are also proud to be the first and only venture-backed fintech to join the CEO Action for Diversity & Inclusion™, and as an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds.

Helping You Invest in Yourself

  • Comprehensive total rewards package, comprising compensation (base salary, equity, and depending on level, an annual bonus) and health care benefits
  • Complimentary subscription to Stash+ account
  • Remote-first work policy – Live and work where you feel the most productive, whether that is in your home, in an office (including our NYC and London offices), or a combination of both, anywhere in the US or UK
  • Flexible PTO
  • Annual learning and development reimbursement benefit
  • Work-from-home equipment stipends; home internet subsidy
  • Paid Parental Leave (offerings for birth giving and non-birth giving parents) Primary & Secondary
  • Enhanced health and wellness benefits through One Medical, Gympass, and Maven Health
  • Opportunities to participate in Stash Gives, our charitable giving and volunteerism program, powered by Millie, with an annual company match

External Recognition for Stash

  • Benzinga’s 2023 Best Brokerage for Beginners and Best Robo-Advisor Awards
  • Qorus-Accenture’s 2023 Banking Innovation Awards
  • USA Today and Statista’s 2023 Top 500 Best Financial Advisory Firms
  • Comparably's Best Company Awards: Best Places to Work, Best Company Outlook, and Best Engineering Team for Diversity, Women, Culture, and more! (2023)
  • Fintech Breakthrough Award: Best Personal Finance App (2023)
  • BuiltIn’s Best Places to Work (2022, 2021, 2020, 2019)
  • Forbes Fintech 50 (2021, 2020, 2019)
  • Best Digital Bank, Finovate Awards (2020)
  • Tearsheet Challenge Awards, Best Banking Card Product - Stock-Back® Card, 2020
  • LendIt Fintech Innovator of the Year (2020, 2019)
Salary Range: $143,104 - $214,656

The base salary range represents the reasonably anticipated low and high end of the salary range for this position. Actual salaries will vary and will be based on various factors, such as the candidate’s qualifications, skills, experience and competencies, as well as internal equity and alignment with market data for companies of our size and industry.

**No recruiters, please**

This job is no longer accepting applications

See open jobs at Stash.