Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.

We are looking for our first Banking Operations Analyst to join our Banking and Payments Operations team. Reporting to the Senior Manager, you will work collaboratively to ensure the seamless and efficient operation of our banking and payment solutions. You will assist in managing key third-party vendor relationships to strengthen the customer experience and work with cross-functional teams including Product, Risk, Customer Experience, Marketing, and Sales. You will play a pivotal role in streamlining operational processes and contributing to the growth and success of Relay and our small business owners.

What You’ll Be Doing:

Assist in expanding the list of acceptable KYC/KYB documents by utilizing our Banking as a Service (BaaS) platform and partner bank
Manage the selfie verification dashboard and relevant tooling to increase new application approval rates and minimize friction in the onboarding process
Monitor ACH functionalities and ensure that Remote Deposit Capture (RDC) acceptance rates are within industry standards, collaborating with our BaaS provider to optimize check deposit rules
Coordinate shipment, dispute filings, and implementation of new features to enhance the overall card experience for our customers
Investigate and escalate rare customer issues related to transactions and approvals, ensuring timely resolution
Support major product releases with our BaaS provider and other key third-party organizations
Collaborate with external stakeholders, including our partner bank, to ensure alignment in language and messaging for new product launches
Assist in coordinating necessary legal changes, including adjustments to terms and conditions, deposit agreements, and cardholder agreements
Identify and research new payment rails to provide innovative solutions for customers' payment needs

Who You Are:

You have 2+ years of experience in banking or payment processing, preferably in a B2B or B2C environment
You are highly analytical, with the ability to investigate and analyze data effectively
You are familiar with data insight tooling such as Metabase, Looker, etc.
Your organization and project management skills are exceptional, allowing you to handle multiple projects and stakeholders simultaneously
You are a strong communicator who collaborates effectively with both internal and external stakeholders
You have a proactive mindset and a passion for solving problems and continuous improvement

Bonus Points:

You have prior experience in fintech or a neobank

Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don't have all the listed qualifications, we encourage you to apply anyway!

Our Commitment To You:

Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
Hybrid work environment: we value meaningful collaboration and connection at our Toronto office twice a week, with lunch, snacks, and beverages on us.
Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.

We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take changes, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. We give you the baton–you run the Relay.

The Interview Process:

Stage 1: A 45-minute Google Meets video call with the Senior Manager, Banking and Payments Operations
Stage 2: A 30-minute Google Meets video call with the Senior Manager, Risk Operations
Stage 3: A take-home case study followed by a presentation to our Risk team in a 60-minute Google Meets video call
Stage 4: A 30-minute Google Meets video call with a member of the Leadership team

What’s Important to Us:

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your People Team contact, and we will work with you to meet your needs.

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