Novo

• Own the systems and tooling that power Novo’s Customer Operations team • Manage the operational health of systems like Kustomer, telephony stack, Slack routing, and other tools • Build and evolve AI tooling that enhances frontline agents • Maintain data integrity, manage users, roles, security settings, and build dashboards • Collaborate across teams to translate operational needs into technical solutions • Launch new support channels and enhance existing ones

• Manage a portfolio of delinquent accounts across all stages of delinquency • Contact customers through outbound and inbound calls to discuss past-due balances • Negotiate repayment solutions such as payment plans, restructures, or settlements • Follow up on broken payment arrangements and renegotiate repayment plans when necessary • Educate customers on repayment expectations and strategies to prevent future delinquency • Demonstrate empathy and professionalism when working with customers experiencing financial hardship • Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions • De-escalate difficult customer interactions while maintaining professionalism • Manage high call volumes while maintaining quality customer interactions • Prioritize accounts appropriately based on delinquency stage and portfolio strategy • Maintain detailed and accurate documentation of customer communications and repayment agreements • Utilize internal CRM and collections management systems to track account activity • Maintain organized account records and ensure data accuracy across customer interactions • Apply skip tracing techniques and available tools to locate and contact customers when necessary • Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues • Contribute to a collaborative team environment by sharing insights and supporting team goals • Respond promptly to internal inquiries and escalations related to customer accounts • Analyze customer situations to determine the most appropriate repayment solutions • Remain calm and composed during challenging interactions and resolve issues effectively

• Managing marketing team and multi-million dollar budget • Accelerating Novo's customer acquisition by investing in existing & new channels • Developing & implementing Novo's digital marketing strategy • Building marketing performance reporting structures by manipulating large datasets • Reporting on marketing performance across multiple channels • Working with our technology team to execute marketing-related technology tasks • Collaborating with the Novo product team in the development of new products • Expanding the portfolio of digital marketing tech stack

• Develop and implement digital strategies to drive customer acquisition (including content marketing, email marketing, channel strategies, etc) • Identify key metrics across the funnel and deliver actionable insights on marketing performance and contribution to pipeline • Develop a data-driven approach to prioritize, test, evaluate, and optimize marketing experiments to acquire new customers • Manage our marketing budget, including in-house and agency spend • Deployment of marketing automation technologies to support lead gen • Partner with individuals and teams across the company to assist in building and running campaigns • Oversee all continued optimization for website, funnel related activity, and all digital marketing efforts (e.g. Adwords, retargeting)

• Own escalated customer cases, ensuring swift, effective resolutions. • Proactively review and respond to customer and product survey feedback, and other high-priority issues requiring high support. • Act as a mediator between customers and internal departments to ensure customer satisfaction and identify areas for process improvement. • Handle inbound and outbound calls, emails, and chats, delivering professional and seamless support. • Educate customers on Novo’s features and best practices to enhance their business operations and drive adoption. • Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps. • Gather and share insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences. • Work cross-functionally to resolve issues, share insights, and enhance processes. • Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements. • Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows. • Use customer feedback and analytics to drive operational and customer support experience improvements, identifying automation and efficiency opportunities.