First Circle is one of the fastest-growing FinTech companies in the country, providing financial services to under-served SMEs. We've already transformed access to credit for thousands of small businesses - and now, we're building a full-stack neobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. We recently closed our Series B round, led by the IFC (the World Bank’s investment arm), and we’re now hiring exceptional talent with a track record of excellence to join us in shaping the next chapter.
As part of this growth, we're looking for a Senior Payment Operations Analyst to join our team. This is a part operational, part customer-facing role responsible for ensuring First Circle’s customers receive an exceptional experience with their repayments. This includes providing timely and accurate repayment reminders, handling repayment requests in line with company policies and procedures, and overseeing advanced operational tasks related to loan management, disbursements, and system improvements.
Reporting to the Head of Product Operations, the role acts as a subject matter expert in the consumer loan management system, drives process enhancements, and ensures compliance with service-level agreements (SLAs) to minimize errors and maintain low write-off rates.
Key Responsibilities:
Statement of Account (SOA) Management
- Send daily SOAs to SMEs, including reminders and follow-ups, and monitor due SOAs, customer communications, and repayment activities.
- Maintain accurate, up-to-date lists of SMEs and employees, including tracking terminated, resigned, AWOL, or separated employees and managing their payment plans.
- Send repayment reminders to customers via SMS and email, following the set schedule: T-10, T-5, T-1, and T0.
- Handle inbound calls and emails from customers regarding payment schedules or related concerns, and respond to repayment-related inquiries from other departments.
- Support the Payment Operations team with reports and process improvements.
Repayment Posting
- Handle daily payment postings for SOAs, accounting for SME payments related to staff salary loans and proper allocation to employees
- Manage end-to-end processing of repayment requests, including cash deposits, early repayments, partial payments, and overpayment exceptions, ensuring transactions are recorded accurately and within agreed SLAs.
- Perform regular cashflow checks, reconciliations with the finance team, and system updates to maintain the accuracy of the consumer loan management system.
- Endorse accounts to Collections for SMEs or employees who fail to comply with payment plans.
Verification / Disbursements
- Ensure accurate and timely generation of loan contracts in line with SLAs.
- Oversee loan verification, disbursement, and related processes to ensure smooth execution.
- Address and resolve customer issues related to payments and disbursements promptly.
System & Processes / Policies
- Act as the subject matter expert for the consumer loan management system, suggesting improvements to enhance its functionality and efficiency.
- Build systems and policies to improve the product by identifying repayment issues.
Requirements
- With 2-3 years of experience in payment operations or financial services
- Highly detail-oriented with strong organizational abilities
- Proficient in Microsoft Excel, Google Sheets, and other analytical tools
- Strong analytical skills; able to interpret and draw insights from data
- Good communication and interpersonal skills; comfortable collaborating across teams
- Capable of thriving in a fast-paced environment and managing multiple tasks simultaneously
- Willing to report onsite at our BGC office at least 3 times per week
Benefits
- Gain firsthand experience in operations, task management, and cross-team collaboration - skills that will take your career to the next level.
- Perks & benefits including HMO coverage from day one, free catered lunches, MacBook Air provided, monthly fitness allowance, transportation & accommodation allowance, and more.
- Join a team with a deeply collaborative culture - expect support, feedback, and friendship!
