Operations Associate
At Possible, we create financial technology products that are built to benefit our customers’ economic mobility. As a Public Benefit Corporation, it’s not only our mission but our responsibility to succeed. We grow our team accordingly—through a selective process that prioritizes candidate and employee experience alike.
Job Description
Possible is seeking a diligent and proactive Operations Specialist to lead and continuously improve our most sensitive, highly regulated back-office processes. This role goes beyond execution—it's about ownership, quality oversight, and mentorship. You’ll oversee critical workflows such as credit disputes, bankruptcy requests, money order processing, and mail handling, serving as a catalyst to our operational efficiency and customer advocacy.
Collaborating closely with Support Specialists, Legal, Product, and Finance colleagues, you will ensure that our practices remain scalable, secure, and aligned with regulatory requirements. This is an ideal role for someone looking to grow their program support and process improvement capabilities while remaining close to execution.
Responsibilities
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- Process Ownership: Own and coordinate critical back-office workflows including dispute processing, incoming mail and money orders. Ensure accuracy, timeliness, and adherence to regulatory standards.
- Mentorship & Oversight: Serve as the go-to subject matter expert for operations associates working in these areas. Provide peer mentorship, flag quality gaps, and recommend improvements to drive agent performance and accountability.
- Mail Management: Lead all aspects of mail processing at the Seattle office. Ensure incoming documents are handled swiftly and securely across departments. This role requires you to be onsite 3–5 days per week.
- Payment Processing: Accurately process money orders and physical checks, update customer records, and upload payments to our banking partners.
- Performance & Quality Tracking: Develop and sustain dashboards or tracking systems to monitor meaningful metrics for processes. Proactively identify trends and issues.
- Process Improvement: Identify inefficiencies and collaborate on solutions that reduce manual effort. Partner with Product and Engineering teams to explore automation through third-party or AI tools.
- Program Support: Support and sometimes lead projects that streamline back-office operations and increase scalability. Comfortable proposing new workflows and documenting requirements.
- Cross-Functional Teamwork: Work closely with Legal, Product, and Finance to ensure process alignment and policy compliance. Represent the customer perspective by communicating internal feedback and systemic issues to relevant interested parties.
Qualifications & Skills
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- Demonstrated ability in back-office operations, with a focus on regulated or confidential workflows (e.g., credit disputes, bankruptcy, underwriting)
- Proven capability in managing sensitive data and completing tasks with precision
- Strong proficiency with spreadsheets (Excel, Google Sheets) for tracking and analysis
- Experience working with Zendesk and/or other internal tools across a multi-application environment
- Diligent with excellent organizational and critical thinking skills
- Comfortable balancing independent execution with cross-functional collaboration
- Strong written and verbal communication skills
- Financial services or fintech experience is a plus
This is a Hybrid position. Our team works from the office three times a week, and our office is conveniently located in downtown Seattle. This position is non-exempt with an hourly pay range of $25.16/hr to $26.56/hr ($51,300 - $54,100 annually). We also offer significant stock options, comprehensive benefits, a bonus plan, commuter benefits, and an excellent office space with complimentary drinks and food options.
Possible is seeking a diligent and proactive Operations Specialist to lead and continuously improve our most sensitive, highly regulated back-office processes. This role goes beyond execution—it's about ownership, quality oversight, and mentorship. You’ll oversee critical workflows such as credit disputes, bankruptcy requests, money order processing, and mail handling, serving as a catalyst to our operational efficiency and customer advocacy.
Collaborating closely with Support Specialists, Legal, Product, and Finance colleagues, you will ensure that our practices remain scalable, secure, and aligned with regulatory requirements. This is an ideal role for someone looking to grow their program support and process improvement capabilities while remaining close to execution.
Responsibilities
- Process Ownership: Own and coordinate critical back-office workflows including dispute processing, incoming mail and money orders. Ensure accuracy, timeliness, and adherence to regulatory standards.
- Mentorship & Oversight: Serve as the go-to subject matter expert for operations associates working in these areas. Provide peer mentorship, flag quality gaps, and recommend improvements to drive agent performance and accountability.
- Mail Management: Lead all aspects of mail processing at the Seattle office. Ensure incoming documents are handled swiftly and securely across departments. This role requires you to be onsite 3–5 days per week.
- Payment Processing: Accurately process money orders and physical checks, update customer records, and upload payments to our banking partners.
- Performance & Quality Tracking: Develop and sustain dashboards or tracking systems to monitor meaningful metrics for processes. Proactively identify trends and issues.
- Process Improvement: Identify inefficiencies and collaborate on solutions that reduce manual effort. Partner with Product and Engineering teams to explore automation through third-party or AI tools.
- Program Support: Support and sometimes lead projects that streamline back-office operations and increase scalability. Comfortable proposing new workflows and documenting requirements.
- Cross-Functional Teamwork: Work closely with Legal, Product, and Finance to ensure process alignment and policy compliance. Represent the customer perspective by communicating internal feedback and systemic issues to relevant interested parties.
Qualifications & Skills
- Demonstrated ability in back-office operations, with a focus on regulated or confidential workflows (e.g., credit disputes, bankruptcy, underwriting)
- Proven capability in managing sensitive data and completing tasks with precision
- Strong proficiency with spreadsheets (Excel, Google Sheets) for tracking and analysis
- Experience working with Zendesk and/or other internal tools across a multi-application environment
- Diligent with excellent organizational and critical thinking skills
- Comfortable balancing independent execution with cross-functional collaboration
- Strong written and verbal communication skills
- Financial services or fintech experience is a plus
This is a Hybrid position. Our team works from the office three times a week, and our office is conveniently located in downtown Seattle. This position is non-exempt with an hourly pay range of $25.16/hr to $26.56/hr ($51,300 - $54,100 annually). We also offer significant stock options, comprehensive benefits, a bonus plan, commuter benefits, and an excellent office space with complimentary drinks and food options.
