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Grasshopper Bank · 2 months ago

BaaS Operations Specialist

United States

Full-time

Hybrid

Mid Level

Grasshopper Bank is a client-first digital bank focused on the business and innovation economy, offering advanced technology and superior service. The BaaS Operations Specialist will manage the day-to-day operations of Banking as a Service programs, ensuring seamless delivery of banking products to fintech partners while collaborating across various teams to resolve complex operational issues.

BankingFinanceFinancial ServicesFinTech

Responsibilities

Act as the primary operational point of contact for BaaS partners and internal teams. You will drive the resolution of complex operational, technical, and payment inquiries, ensuring processes execute accurately and efficiently. You will manage urgent client requests and ensure compliance with all Service Level Agreements (SLAs). Assist in the implementation of new BaaS programs, including testing and operational readiness for partner launches as needed

Work cross-functionally communicating with key teams, including Embedded Finance, Risk/Compliance, Client Services, and Product

Serve as the designated escalation point for all complex operational issues. You will manage and resolve payment exceptions, returns, recalls, and treasury service issues, including customer disputes such as Regulation E claims

Analyze workflows and performance data to identify bottlenecks and recommend improvements for greater efficiency and accuracy within the BaaS ecosystem

Develop, document, and maintain Standard Operating Procedures for all BaaS operational processes. Ensure operational activities align with Reg E, NACHA, and other applicable frameworks

Qualification

BaaS operations experienceFinancial product knowledgeClient relationship managementAccredited ACH ProfessionalCustomer service softwareCore banking systemsData analysisStandard Operating ProceduresCross-functional teamwork

Required

A bachelor's degree in business administration, finance, or a related field is required

Related experience in banking or financial services operations specifically in the BaaS/Embedded Finance space

Proficiency in managing and using customer service software like Zendesk to streamline client support. This involves tasks such as ticket management, workflow automation, reporting, and integration with other banking systems

The ability to use data to monitor operational performance, identify trends, and inform business decisions for process improvements and solve complex payment processing issues between operations and banking clients

Preferred

Accredited ACH Professional (AAP) certification preferred

Experience with core banking systems and operational software, including the ability to learn new applications quickly. Experience with specific platforms like FIS, IBS, Increase, Treasury Prime, Wrike is preferred