BaaS Operations Specialist

Department:
Operations

Location:
Remote

Description
Grasshopper Bank is a
client-first
,
digital bank
built for the business and innovation economy, with an obsession for providing leading-edge technology, solutions-driven products and superior service through a combination of passionate people and digital resources.

We are a highly experienced team who pride ourselves on
diversity of thought and perspective
. Nationally chartered, our portfolio of products and services range from VC, PE & Portfolio Companies to SBA Lending, as well as direct SMB and Embedded Banking.

Our entrepreneurial drive allows us to support the growth and success of a wide range of clients at every stage of their business through
inclusive partnership
. We seek out team members who will enable both our organization and our people to grow and thrive through collaboration and acting with
integrity and respect.
Our focus on
cross-functional teamwork
provides a culture where ideas are valued,
accountability is encouraged
, and
successes are celebrated
. We welcome all those searching for the opportunity to contribute to banking innovation that influences and supports the emerging digital world of Financial Services.

Our digital first approach enables our teams the flexibility to work remotely. We have offices in NYC and Boston.

What You'll Do
The BaaS Operations Specialist is a critical role responsible for the day-to-day operational management of our Banking as a Service (BaaS) programs and embedded partner relationships. This specialist ensures the seamless delivery of banking products (such as deposits, payments, and cards) to our fintech partners' customers. You'll work cross-functionally with compliance, product, relationship managers, technology, and external partners to ensure smooth execution of financial services products such as payments, deposits, treasury services and cards. This role requires a blend of technical operations expertise, deep financial product knowledge and strong client relationship management.

Responsibilities Include

• 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.

What You Need

• 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.
• Accredited ACH Professional (AAP) certification preferred
• 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.
• 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.
• 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.