Senior Associate, Issue Resolution

What you get to do: 

We are seeking a detail-oriented and analytical Senior Associate to support customer issue remediation efforts. In this role, you will help identify, investigate, and resolve customer-impacting issues, leveraging data and cross-functional collaboration to ensure timely and accurate remediation. You’ll play a key role in driving operational excellence and enhancing the overall customer experience by mitigating risks and supporting process improvements.

Key Responsibilities:

• Issue Investigation & Root Cause Analysis
• Research and analyze issues to determine root causes, scope of impact, and required corrective actions.
• Document findings clearly and support remediation planning with data-driven insights.

• Support Remediation Execution
• Assist with the execution of remediation plans by performing account reconciliations, coordinating with internal teams, and tracking resolution activities.
• Ensure accurate documentation and timely follow-through on all action items.

• Process Development & Monitoring
  • Help create and refine processes for issue resolution to ensure consistency, scalability, and compliance.
  • Develop monitoring plans that validate whether implemented solutions are working as designed; ensure these plans can be effectively transitioned to business owners for ongoing management and oversight. 

• Data Analysis & Reporting
• Prepare reports, summaries, and dashboards to track remediation progress and highlight trends.
• Use tools like Excel, SQL, or BI platforms (e.g., Tableau, Power BI) to extract and analyze data.

• Cross-Functional Collaboration
• Work closely with teams across Risk, Compliance, Operations, Product, and Technology to resolve issues and support customer-first solutions.
• Communicate effectively across teams to ensure alignment on issue details and resolution plans.

• Continuous Improvement
• Identify process inefficiencies or recurring issues and propose improvements to prevent future occurrences.
• Support initiatives to strengthen internal controls and enhance customer experience.

What you will bring to the team:

• Bachelor’s degree in a related field or Military experience preferred
• At least 2 years of experience in issue remediation, risk, operations, or customer support
• Excellent attention to detail, organizational skills, and ability to manage multiple tasks
• Strong written and verbal communication skills
• Experience in a regulated industry (e.g., financial services, fintech)
• Passion for solving problems and improving processes
• Ability to work independently and as part of a collaborative team
• Familiarity with regulatory frameworks or customer protection standards is a plus
• Strong analytical skills with experience using tools like Excel, SQL, Tableau, Snowflake, or similar to create reports and analyze results

Reports to: Manager, Issue Resolution

Job Level: Senior Associate