Team Leader - Varo Customer Support and Banking Operations

Salt Lake City
Operations
Full-time

Varo Money is seeking to launch a Bank that delivers more affordable traditional financial products, provides leading edge innovation and helps consumers manage their financial lives more effectively and with minimal friction. When organized, the Bank will be a national retail bank. Varo’s business model combines a traditional relationship banking approach with modern technology to create a better banking experience backed by robust controls and sound risk management.  The Bank’s primary products will be offered through mobile, online and phone based banking channels and will include traditional banking products such as DDAs, savings accounts, CDs, unsecured installment loans and lines of credit, credit cards, home equity loans and brokered mortgages integrated with financial health tools on the smart phone to help customers solve every day financial problems and achieve better financial outcomes. Varo has raised $78M to date led by Warburg Pincus and The Rise Fund / TPG Growth.

ABOUT THE OPERATIONS TEAM:
Varo is here to change the banking industry.  We work hard to create the best personal banking experience possible.  We’re responsible for building a lasting relationship with our customers; they know we care about helping them grow! We’re accountable for all service channels that we use to communicate, respond, and interact with customers.  This includes digital, voice, and social media servicing. We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more to follow. 

WORK WE'VE DONE AND WHERE WE'RE GOING

We’re designing a best in class servicing strategy that fits the lifestyle of our target customers.  Come and help us bring that strategy to life! We’re currently a small group; you’ll have the opportunity to learn, design, and build something amazing.  We need people who are excited to solve problems and build the bank of the future!

WHAT YOU'LL DO

    • Manage staffing, scheduling, coaching, and development for a team of 10 analysts
    • Create and build a positive collaborative environment
    • Implement metrics and reporting to ensure agents are trained and performing to expectations
    • Assist agents in developing a career path
    • Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via email, but will require secondary support via phone, chat, and social media
    • Analyze complex customer problems and generate solutions
    • Ensure agents are trained and performing to expectations
    • Assist agents in developing a career path
    • Plan and manage and execute small / medium projects from inception to implementation

EXPERIENCE THAT WILL HELP YOU BE GREAT

    • Exhibits an exceptional degree of ingenuity, creativity and resourcefulness in decision making and independent problem-solving
    • Proven record of boosting team performance and employee retention rates
    • Experience in financial services/call centers or other service industry is strongly preferred
    • Experience leading a high performing team is strongly preferred
    • Must be flexible, adaptable, and comfortable working in a fast-paced startup environment
    • Understanding of traditional banking features such as DDA Accounts, Transaction Processing, Credit & Lending, and Account Aggregation is a plus
    • Must possess high motivation, enthusiasm and dedication to deliver results within strict timeframes
    • Experience in the evaluation, analysis and optimization of operational processes
    • B.A. Degree or qualification in a relevant business discipline highly desired