Prepaid Operations Manager

Job description

This job is perfect for you if you have expertise in prepaid card program operations and management and you’ve ever asked yourself, “How can I use my skills to make the world a better place?” That’s exactly what you can do at True Link Financial. We run a thriving, growing prepaid card business dedicated to helping our customers - older adults and people with disabilities - live more fulfilling and independent lives.

At True Link, you will wear multiple hats with the goal of making our card programs achieve operational excellence.

  • Manage day-to-day operations processes to ensure optimal efficiency and excellent customer service
  • Oversee and validate required change management for improvements identified by in-business monitoring, compliance testing, and independent audits
  • Work closely with the product management, customer support, and operations teams to ensure effective implementation of all requirements
  • Train operations and customer support teams on all relevant operational and customer support matters
  • Assist with documentation of all operations related processes and procedures with respect to the prepaid card program
  • Manage continuous improvement of collateral and customer communications for clarity and compliance
  • Work with compliance to ensure continuous improvement of dispute processing, chargebacks, and other fraud detection and mitigation processes, as well as compliance with all internal and external regulations

Who you are:

  • 5+ years payments experience, including expertise in the full prepaid value chain and all relevant regulations
  • Ability to prioritize work and manage multiple concurrent projects in a professional and timely manner
  • Ability to analyze and adjust existing operational processes to optimize efficiency
  • Ability to adapt quickly to changing priorities or new information
  • Excellent verbal, written, and interpersonal communication skills
  • Critical thinking, quantitative analysis, and qualitative analysis skills
  • Experience collaborating with a cross-functional team
  • Desire to take ownership of large projects and areas of responsibility, and a track record of doing so  
  • Dedication to producing high-quality, zero-defect work products
  • A “roll-up-your sleeves,” take-charge approach and desire to work in a fast-paced startup environment
  • Patience and flexibility for working in an ever-changing environment

Why you'll love us:

  • We’ve got the energy and passion of a startup combined with the professionalism of a financial services firm and the compassion of mission-driven organization that truly cares about the people we serve.
  • We offer competitive salary packages, Health, Dental & Vision coverage, flexible working hours, early-stage equity, and an awesome vacation package.
  • Our customers are not only grateful but are the absolute best. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners  love us and we love them back. You can sleep soundly every night knowing you are doing a really wonderful thing by getting our services into more hands.
  • We treat each other like we treat our customers: with 100% respect and dignity. Diversity and inclusion are cultural values we take very seriously and welcome team members of all backgrounds and identities.
  • Our office is dog friendly, full of snacks, catered lunch, and friendly, caring people.

About True Link

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, who are often neglected by the financial services industry but make up a large and fast-growing percentage of the population.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams and fraud or our best-in-class Trust Solutions platform helping a guardian manage her client’s disbursements and long-term spending plan.

If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our San Francisco-based team. (TL DR: No bozos, no jerks.)

Click here to view all open positions. 

The Perks

  • Competitive salary
  • Early-stage equity
  • Medical, dental, and vision coverage
  • Free catered lunch
  • Annual team retreat and fun team outings
  • Parent-friendly
  • Flexible hours and great vacation benefits
  • Nap room and stocked kitchen
  • Flat org structure
  • Dog-friendly office!