EMPOWER OVERVIEW
Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.
This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.
Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.
The Opportunity: Process and Transactions Quality Lead
The PTQ Lead ensures the effective delivery of Process and Transaction Quality standards by aligning with compliance requirements, operational protocols, and quality assurance goals. This role oversees transactional audits, maintains process documentation, enhances team performance, and drives continuous quality improvement across all financial operations functions
How You'll Make an Impact
Alignment of Compliance Requirements and Operating Standards (Procedures, Policies, Processes)
Transactional Audits: Supports the PTQ Associate in conducting transactional audits and monitoring voice and non-voice interactions based on established standard operating procedures and compliance standards.
Process Documentation Standards: Aligns with Financial Operations (FinOps) Managers and stakeholders to ensure that all process documentation is updated and properly maintained.
Knowledge and Skills Alignment: Works with FinOps Leaders to build solutions that ensure alignment of all knowledge requirements and the development of baseline expected skills for the team.
Compliance Requirements: Works with cross-functional groups to ensure organizational alignment with regulatory requirements, in partnership with the Compliance Group.
Performance Optimization and Operators Hard Skills Development
Develops targeted solutions for learning, unlearning, or relearning as necessary to ensure proper alignment of information based on insights derived from quality audits.
Creates various learning campaigns, programs, and activities to improve low-performing, negative outlier, and continuously declining talents in FinOps.
Conducts thorough analyses of the portfolio to identify factors that may influence either positive or negative group and individual performance of both In-House and External Operators (e.g. Outsourced Collection Agencies)
Continuous Performance and Quality Improvement
Build and present reports and analyses on FinOps performance that contribute to and directly relate to the company's operational success and compliance with regulatory standards.
Works to improve the quality of conversations across all customer-interaction touchpoints based on the function’s target (CSAT, PTP, Kept, etc.) through the creation of spiels, rebuttals, scripts, and response templates.
Why You're a Great Fit
You have a bachelor’s degree.
You have experience in Fintech and/or BPO operations, ideally in Credit Underwriting, Collections, or Customer Service, and a strong understanding of the Lending Customer Lifecycle Process.
You have at least 2 years of experience using quality management systems for high-volume transactions, including conducting audits, building summary materials such as gap analyses and top drivers, and presenting data insights to key stakeholders (Managers, Directors, and/or Clients).
You have been directly involved in the development and implementation of at least two of the following: soft skills or process improvement initiatives, coaching and feedback management, synchronous knowledge and skills development (including training or A-Bay programs), and the creation of process documentation or e-Learning materials (such as update banners or full modules).
You have strong written and verbal communication skills in both Filipino and English.
You are able to work collaboratively or independently in a fast-paced environment, depending on the task at hand.
You are willing to work on shifting schedules, including weekends and holidays if required by the business.
You are amenable to working onsite in the Ortigas Business District.
About Cashalo
Empower is a fast-growing fintech on a mission to expand access to fair credit to give anyone the opportunity to improve their financial security and mobility. We recently launched in Southeast Asia through our acquisition of Cashalo, a leading online lending platform, and the fastest growing lender in the Philippines. Our mission to expand access to credit in the region will take creativity, passion, and drive
Don't meet every qualification? If you're excited about this challenge and driven to innovate, we still want to hear from you!
What You'll Get at Empower
Meaningful Ownership: Competitive salary and generous equity in a profitable, fast growing company.
Complete Support: 100% coverage for medical, dental, vision, and life insurance, plus a generous WFH reimbursement.
High-Impact Teams: The chance to thrive in a small, focused team where your contributions directly shape outcomes for our business and customers.
Remote First: A virtual first environment built on trust and outcomes.
Team Connection: Twice-yearly company onsites where we come together to connect, learn, and build for the future (our last few have been in San Diego, Vail, and Flagstaff)!
Growth Path: Ongoing opportunities for development in a dynamic, supportive, and creative environment.
The Empower Way
The Empower Way is one where bold ambition meets an owner mindset, where open dialogue and spirited debate are encouraged, and where everyone works together to put our customers first. We believe diverse voices lead to the best ideas, and we foster an environment where every individual is valued, heard, and supported as part of one unified team working to change lives and build a more inclusive future.
If that sounds like you, join us and be part of a team that's helping millions of people reshape their financial futures.