Coinflow - Operations Support Analyst
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Requirements
• 0– 3 years of experience in FinTech, Operations or a start-up environment. • Exceptional organizational skills with a "process-first" mindset (you enjoy making messy things orderly). • Strong communication skills for managing bank-partner relationships and internal escalations. • Ability to operate in the "gray area" and help define processes where they don't yet exist. • Systems-level thinker with the ability to operate independently, ship technical solutions quickly, and iterate based on real-time operational feedback. • Adaptable multi-tasker capable of managing competing priorities from multiple departments without compromising data integrity or "source of truth" standards. • Hands-on experience with Google Apps Script, automation platforms (Make, Zapier), and CRMs (Salesforce, Attio). • Experience building or orchestrating agent-based workflows and an interest in emerging AI technologies. • Data-driven approach (basic Excel/Sheets modeling) to track handle times and latencies.
Responsibilities
• Workflow & Queue Management: Own the "Pre-review" phase, including file preparation. Analyze trends to create workflows that maximize “In Good Order” rates and reduce manual touchpoints. • Workflow & Queue Management: • Configuration Execution: Act as the primary point of contact for configuring customer accounts with our bank partners, ensuring configurations are standardized, organized and repeatable. • Configuration Execution: • Policy & SOP Architecture: Assist in writing, updating, and tracking SOPs to ensure our internal manuals reflect current workflows. Bring a data driven approach to help identify "process gaps" and suggest automation or tooling improvements. • Policy & SOP Architecture: • Data Integrity & Hygiene: Maintain "CRM integrity" by ensuring customer accounts fields are configured correctly and audit ready. Recommend new data points and identify process improvements to future-proof our account data. • Data Integrity & Hygiene: • Periodic Review Support: Manage the queuing and assignment of periodic reviews, including the initial outreach for updated merchant documentation. Recommend refinement and automation to keep communication within SLA. • Periodic Review Support:
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