Service Desk Analyst

Aura San Francisco , CA 94118

Posted 6 months ago

Aura is a rapidly growing technology company that connects borrowers seeking loans to investors seeking better, more stable returns. Our mission is to bring trust and transparency back to the world of lending and securitization while also helping underserved families and small businesses find responsible credit options. We are accomplishing this mission by enabling:

  • Lending: Our proprietary white-label lending platform (Aura) allows any retail store, online brand, or distribution partner to make loans or provide purchase financing to its customers, in its own brand name, without any prior credit expertise, and with minimal upfront investment.

  • Investing: Our proprietary investing platform allows accredited investors to buy into a variety of investment instruments backed by distinct loan portfolios underwritten in-house. Each investor has online access to all the same data as our Risk and Analytics teams, ensuring transparency into all investment instruments.

We have brought together the best and brightest from top-tier technology companies, leading financial service providers, and world-class investment firms. We have raised over $100M to date from investors including First Mark Capital, Revolution Ventures and Coppel Capital. We have been named to the INC 5000 Fastest Growing Companies in America, American Banker's 2019 Best Places to Work in Financial Technology and we are ranked #23 on the San Francisco Business Times' Top 100 Fastest Growing Private Companies.

Our Values

We are a tight-knit team of highly talented and motivated people from a diverse set of backgrounds and industries, all tenaciously driven by our mission. We value creativity, courage, and collaboration and we believe in letting the best and most innovative ideas rise to the top. We are looking for the absolute best people who want to work hard, play hard, and build a socially-minded, profitable, and enduring business in the process.

The Job

We are looking for a Service Desk Analyst to help manage the daily operations of our servicing team, as well as support key operational processes that are important to the business.

Responsibilities include:

  • Service Desk Execution: resolving escalated tickets for employees, partners, and customers.

  • Continuous improvement: gathering information on common operational and technical issues, finding solutions, and providing feedback to impacted teams.

  • Policies and Procedures Champion: identifying policy needs, recommending updates, and ensuring compliance from operations team.

  • Business Improvement: Identifying product update needs and finding ways to improve our operations with technology. Ability to communicate and recommend product needs to the necessary parties through the appropriate channels.

  • Documentation: Ability to document policies, bugs and workarounds. Ability to craft documentation that can be interpreted by service desk as well as other teams in operations.

  • Customer Service Specialist: Providing outstanding customer service to partner associates and customers. Experience in handling sensitive and confidential escalations.

  • Other Run-the-Business

    Responsibilities:
    Telephony system maintenance and execution of SMS strategies.

The team is growing quickly and highly talented/motivated employees will have the opportunity to help shape the direction of the organization. We are extremely excited about our future and can't wait to bring more awesome people into the team!

Job Requirements

Monday through Saturday, 12PM - 8PM Pacific

OR

Sunday through Friday, 12PM - 8PM Pacific, alternating days off between Saturday and Sunday.

The ideal candidate will have:

  • Analytical and problem solving skills

  • Fluency in English and Spanish (written and verbal)

  • Advanced knowledge of Microsoft Excel and Microsoft Office Suite

  • Nice to Have: Working knowledge of SQL

  • Nice to Have: Experience with ticketing or support systems (Zendesk, JIRA, etc.)

  • Strong communication and interpersonal skills

  • Strong organizational skills

  • Strong attention to detail with qualitative skills

  • Flexible schedule with availability to work evenings, weekends, and holidays

  • Ability to work in a team environment

  • An energetic, driven, fun and generally awesome personality!

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Aura