Manager, Payment Operations

Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.

As a Manager, Payment Operations you’ll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. You will be responsible for managing payment operations for Achieve Personal Lending. Specifically, this role is responsible for managing not only the successful and timely funding and allocating of personal loans, but also payment resolution related activities (e.g. solving misapplied payments, unapplied creditor remittance, etc.). In addition, you will seek continuous process improvement opportunities to enhance the customer experience further while fostering a culture that recognizes achievements.

Join Achieve, change the future

At Achieve, we’re changing millions of lives.
From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you’ll get to be a part of their journey to a better financial future. We’re proud to have over 3,000 employees in mostly hybrid and 100% work from home roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more remote, work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job—it’s a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.

What you’ll do:

• Analyze and investigate department performance and make adjustments accordingly to meet short and long-term company initiatives
• Identify coaching and development plans for assigned employees within the contact center
• Collaborate with other peers and senior management across multiple teams to implement initiatives and develop creative solutions to drive customer retention and overall customer experience
• Assist with recruiting and hiring of new team members
• Oversee employee reviews and coaching as well as oversee payroll accuracy
• Develop recurring training initiatives and provide direction to the curriculum design and execution of training material
• Facilitate department meetings and provide regular business updates with recommended initiatives for change to senior and executive leaders
• Oversee the day to day operations of funding and allocating personal loans
• Work to establish controls for payment related activities (NSF, payment posting, etc.)
• Manage daily loan advances and repayments
• Monitor performance metrics to ensure efficiency and quality standards are being met
• Provide leadership to Payment Escalations, Research and Exceptions specialists on a daily basis to ensure accurate and timely transmissions to creditors
• Maintain relationships with payment vendors in order to resolve uncollected/misapplied payments while creating scalable future state processes
• Monitor performance metrics to ensure efficiency and quality standards are being met
• Implement and manage team SLAs
• Work with Sr. Leadership to coordinate strategic initiatives
• Lead Supervisor and Payment Operations Specialists to implement and sustain improvements
• Performance management, one on one’s and employee development
• Monitor employee performance metrics to ensure efficiency and quality metrics are being met
• Work cross departmentally and with other business unit leaders to develop optimal solutions for payment remittance to creditors

What you’ll bring:

• Previous payments/operations experience
• Minimum of 3-4 years of experience in a Supervisory or Management role
• Effective communication skills to work with clients and other departments within the organization
• Attention to detail and accuracy
• Strong problem analysis and problem solving skills
• Proficient PC skills in the Microsoft product line including: Word, Excel and Outlook
• Strong organizational skills and the ability to work in a fast paced environment with multiple priorities
• Must have excellent planning, negotiation and organizational skills and the ability to independently manage a heavy workload
• Ability to collaborate and work with multiple internal business partners, funding banks, payment vendors and Investors

Achieve well-being with:

• Hybrid and remote work opportunities
• 401 (k) with employer match
• Medical, dental, and vision with HSA and FSA
• Competitive vacation and sick time off, as well as dedicated volunteer days
• Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet care discounts for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our six employee resource groups

Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve’s Talent Acquisition leader.