Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?

We’re looking for confident communicators with a sharp eye for detail and a heartfelt commitment to promoting integrity, to join our Customer Advocacy department as Operations Specialists on the Fraud and Disputes Resolution (FDR) team.

About you:

You have a genuine desire to protect others from deception and ideally have either fraud and disputes investigation experience or 1+ year professional experience in another environment where research, accuracy, and effective communication are top priorities.

We’ve found that everyone from recent criminal justice grads, research assistants, loan processors, claims examiners, loss prevention specialists, and operations associates from the retail, hospitality, banking and financial service industries are well prepared for success in this important role. If any of these sound like you - and if you’re ready to launch a career in the Financial Technology industry - we’d love to hear from you!

The impact you’ll make:

You’ll drive forward our mission of financial inclusion by using your meticulous attention to detail and strong communication skills to deliver swift resolutions that protect Mission Lane credit cardholders, merchants, and the company from fraudulent activity.

Day-by-day, you will:

Engage with customers and merchants on behalf of Mission Lane via live outbound phone calls and email, to gather dispute-related information
Handle routine cases related to fraud and disputes, applying Mission Lane processes and procedures consistently
Understand and adhere to Mission Lane’s risk and dispute-related regulatory standards, policies and controls in accordance with our risk appetite
Utilize third party data providers to gather and review information to make risk assessments
Review identifying & supporting documentation provided by customers and merchants
Advocate for customers who may have been affected by fraud, ensuring their concerns are received with care and addressed with expertise.

You’ll thrive in this role if:

You have 1+ years professional experience in a role where research, accuracy, and communication skills are critical to success.
You speak and write clearly, confidently, concisely and correctly.
You have an eye for detail.
You have an analytical mindset and a knack for finding patterns in data.
You’re curious and ask probing and clarifying questions to uncover information.
You quickly process situations and use good judgment to make decisions.
You’re a fast learner, able to adapt to new techniques as fraud methods change.
You’re tech savvy, able to work in multiple systems at the same time.
You work well with others and on your own, as required.
You believe experience is the best teacher, and see constructive feedback as an opportunity to learn and grow.

Work location:

This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.

Workspace requirements:

A private, quiet, and distraction-free space with no interruptions.
Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.

Schedule: In Eastern Time (ET); convert to your local time, as needed

Monday-Friday 8:30 AM to 5:00 PM ET

Compensation & Benefits:

We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees’ total well-being. As an Operations Specialist at Mission Lane, your compensation and benefits would include:

Hourly Pay Range: $18.50 - $20.06
Wellness Stipend: $100 monthly
Internet Stipend: $40 monthly
IT Equipment: Provided for your role during employment
Paid Time Off: 160 hours annually
Holiday Pay: 48 hours for company holidays, plus 16 hours of floating holiday time
Comprehensive Benefits: Health, dental, and vision coverage
Parental Leave: Paid leave after six months of employment
Retirement Savings: 401(k) plan with company matching

#LI-DNI

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

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At Mission Lane, we’re committed to a workplace built on respect and dignity, where everyone has the opportunity to contribute. We believe diversity in all forms makes us stronger, and we intentionally foster an inclusive environment where employees feel valued, respected, and free to be their true selves. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [email protected].

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner’s work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving.

Operations Specialist

Fraud & Disputes Resolution

Mission Lane

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