Job Closed
This listing is no longer active.
Topstep is a business-to-consumer company that aims to democratize the trading industry. In its mission to empower people to pursue their dreams with financial
Policy and Quality Manager
Location
United States
Posted
36 days ago
Salary
$90K - $110K / year
Seniority
Lead
No structured requirement data.
Job Description
Policy and Quality Manager
Topstep
Role Description The Policy and Quality Manager is the author and architect of the operational standards that govern Topstep's chargeback and abuse program. This role designs from scratch — the policy library, the QA framework, the training curriculum — and continuously iterates on all three as the program evolves. The primary work is creation, judgment, and standard-setting; the person in this seat determines what good looks like, builds the systems to measure it, and owns the ongoing responsibility of keeping standards current and effective. This role sits within the Chargeback Standards Team and serves as the program's internal authority on chargeback policy interpretation and quality standards, and is responsible for building and owning the written and quality infrastructure the program runs on. Key Responsibilities - Develop, document, and continuously update operational playbooks, workflows, SOPs, escalation procedures, decision trees, and business requirements across all chargeback and abuse processes. - Author and own the chargeback policy library — chargeback response standards, processor-specific handling procedures, and the abuse classification framework across all defined categories; exercise independent judgment in developing standards where no precedent exists. - Serve as the final decision-maker on policy interpretation questions; own the accuracy, currency, and enforceability of all standards the program operates against. - Draft and version chargeback response templates across all active reason codes and processors. - Build and maintain customer-facing policy language — refund terms, chargeback process explanations, and enforcement notice language — in coordination with Legal, Compliance, and Trader Experience. - Build and maintain the training curriculum for chargeback and abuse operations — covering reason code logic, evidence standards, processor-specific rules, abuse classification, and enforcement protocols. - Develop onboarding materials for new agents and create assessments to validate readiness before live case assignment. - Design and own the QA framework from the ground up — define scoring criteria, case review methodology, sampling approach, and calibration cadence across both BPO and internal agents; continuously evaluate and iterate as program needs evolve. - Own the QA audit cycle and maintain accountability for the quality trajectory of the program — not just individual findings, but the overall performance trend over time. - Develop and coach BPO agents through structured training delivery, QA feedback loops, and calibration sessions; own their operational readiness and hold accountability for quality outcomes, independent of reporting line. - Monitor performance quality across the agent population — log issues systematically, identify trends, escalate systemic gaps, and drive improvements in partnership with Operations Managers. - Lead cross-functional alignment on policy changes, training rollouts, and QA findings — driving decisions and accountability; primary counterparts include Legal, Compliance, Product, Engineering, and Trader Experience. - Lead operational improvement projects to enhance workflows and efficiency; ensure tooling changes are reflected in documentation and training before rollout. - Own policy versioning and change management; ensure all documentation remains current as card network rules and internal procedures evolve. - Build the function's infrastructure with scale in mind — document systems, build repeatable processes, and develop standards that can support team growth over time. - Develop working familiarity with adjacent Chargeback Standards Team functions to support cross-coverage and program continuity as the company scales. - SQL or Looker proficiency is a plus. Qualifications - 3–5 years in a policy authorship, QA design, or operations standards role — ideally in fintech, payments, or a regulated operations environment. - Demonstrated experience designing QA frameworks and training programs from scratch — not executing against frameworks someone else built. - Deep familiarity with card network chargeback rules across Visa, Mastercard, American Express, and Discover. - Proven ability to author clear, actionable documentation that operational teams can execute from without ambiguity. - Strong analytical approach to quality — tracks trends and systemic issues, not just individual errors, and translates findings into policy and process recommendations. - Demonstrated ability to develop others through feedback, coaching, and structured training — regardless of formal reporting relationships. - Ability to scope and execute improvement projects independently with accountability for outcomes. - Strong written and verbal communication; able to engage with senior leadership on standards strategy and with operations teams on day-to-day application. - Experience writing chargeback response evidence packages or representation documentation is a meaningful differentiator. Benefits - Topstep is an engaging working environment which ranges from fully remote to hybrid. - Foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. - Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded. - Competitive 401(k) matching, health, dental, and vision insurance is offered for full-time employees. - Vacations are encouraged with a bonus for taking 5 consecutive days. - Employee referrals are bonused. - Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range $90,000 - $110,000. This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws. Interested in the role? Apply today with your resume!
Related Guides
Related Categories
Related Job Pages
More Manager Jobs
Role Description You’ll work across multiple hiring projects simultaneously, partnering with fast-growing e-commerce brands, SaaS companies, and agencies that are serious about growth and have high expectations when it comes to talent. A large part of your focus will be on GTM hiring—primarily recruiting top-performing sales talent, from SDRs and Account Executives to sales leaders and other revenue-driving roles. This is a hands-on, operational recruiting role. You’ll be actively involved in every step of the hiring process, including: - Proactively sourcing and engaging candidates through various channels - Building and managing candidate pipelines and hiring funnels - Screening and assessing candidates through interviews and qualification calls - Coordinating and arranging interviews between candidates and clients - Following up with candidates and stakeholders throughout the hiring process - Maintaining accurate candidate data and recruiting workflows - Supporting multiple searches simultaneously while ensuring an excellent candidate experience - Identifying bottlenecks and helping keep hiring processes moving efficiently No two days look the same. You’ll work with ambitious companies, challenging searches, and a constant flow of new opportunities. Qualifications - Previous recruiting experience is definitely a plus, but it’s not a hard requirement. - Motivated individuals eager to build a career in recruiting and talent acquisition. - Curiosity about people, communication, psychology, performance, and team dynamics. - Strong communication and interpersonal skills. - Naturally proactive and enjoy reaching out to people. - Thrive in fast-paced environments. - Organized and detail-oriented. - Take ownership and enjoy solving problems. - Excited to learn and develop professionally. - Candidates from other industries are welcome if they bring the right mindset, ambition, and willingness to learn. Benefits - Competitive Compensation - Compensation structure consisting of a fixed salary plus performance-based bonuses. - Indicative salary ranges: - Junior Recruiter: €36,000–€50,000 fixed salary - Mid-Level Recruiter: €50,000–€70,000 fixed salary - Additional performance-based bonus structure. - Support with tools, setup, and resources to perform at your best. - Gym or sports memberships of your choice. - Support for athletic and competitive sports activities. - Ongoing learning and development opportunities. - Direct exposure to founders, high-growth companies, and exciting hiring projects. - Goal to give talented people the support they need to do exceptional work and build a career they’re proud of.
• Collaborate with diverse clinic leadership teams—including access, nursing, physician, and administrative leaders—to align efforts and achieve ambitious organizational quality and performance metrics. • Design and implement transformative projects that redefine care delivery, enhance patient outcomes, and ensure seamless execution of patient-centered care standards. • Lead and mentor a team of Population Health Improvement Assistants (if applicable) to support clinic-level quality improvement initiatives and foster a culture of excellence. • Work across clinics and programs to elevate key outcomes in quality, safety, and patient experience, ensuring consistency and innovation in care delivery. • Report to the Quality Director for Population Health and Value-Based Care, providing regular updates, aligning initiatives with broader organizational goals, and contributing to strategic planning for population health.
Role Description We’re seeking an Assistant Loan Servicing Manager to support the management of the Bank’s loan servicing function within the Loan Operations team, overseeing the day-to-day servicing of commercial and consumer loan portfolios. With a strong focus on operational excellence and regulatory compliance, you’ll help deliver a high-quality servicing experience while championing process improvement and scalability initiatives. You’ll also act as a key liaison between Loan Operations leadership and servicing staff. What You’ll Contribute: - Loan Servicing Operations & Portfolio Management - Support day-to-day loan servicing activities. - Ensure timely and accurate processing. - Monitor workflows and deadlines. - Serve as escalation point for complex issues. - Monitor loan maturities, delinquencies, and exceptions. - Ensure timely resolution of issues. - Oversee escrow administration. - Ensure proper tracking of collateral and insurance. - Reporting, Quality Control & Risk Management - Oversee quality control processes. - Perform periodic reviews of work. - Ensure compliance with regulations and policies. - Maintain strong internal controls. - Review servicing metrics and KPIs. - Team Leadership, Support & Continuous Improvement - Provide training and coaching to team members. - Assist with onboarding and performance feedback. - Support workload distribution and cross-training. - Support high-priority inquiries received from customers and internal partners. - Partner with internal departments. - Identify trends and improvement opportunities. - Drive efficiency and process enhancements. - Support system upgrades and new initiatives. - Champion Our Mission, Protect What Matters - Adopt a commitment to environmental, social, economic, and racial justice. - Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training. - Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. - Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity. Qualifications - High school diploma required; Bachelor’s preferred. - 4-7 years of loan servicing experience. - Commercial loan experience required. - Prior leadership experience preferred. Requirements - Entrepreneurial Self-Starter - You take charge of your work product and take pride in delivering consistently great and measurable results, independently carrying out managerial and loan servicing operations in a high-volume environment. - Organization & Efficiency - You manage your time like a pro and stay focused under pressure. - Master Communicator - You communicate with confidence, precision, and professionalism. - Banking & Fintech Acumen - You understand banking and loan operations deeply. - Tech-Forward and Analytical Thinking - You learn new tools quickly and leverage technology to create efficiencies. - Commitment to Being a Team Player - You lift others up, share ideas, and bring positive energy to everything you do. Benefits - Compensation — In addition to the base salary, this position may be eligible for an annual bonus, incentives and equity. - Health Coverage — 100% employer-paid for employees; employer contribution for dependents. - Medical, Dental & Vision Insurance - Health Savings Account (HSA) - Free Telemedicine access via Teladoc - Financial Wellness & Wealth Building - 401(k) with 6% Employer Match — No Vesting Period. - Employee Stock Options - Exclusive Employee Banking Perks - 0% Financing for Employee Solar Loans - Employee Only Mortgage Product with exclusive interest rates and terms. - 0% Financing for Eligible Electric Vehicles (EVs) - Referral Incentives - Generous Paid Time Off - 2–4 Weeks of Vacation based on officer level plus additional tenure-based time. - 64 Hours of Paid Sick Time for all full-time employees. - Protection & Peace of Mind - Company-Paid Life Insurance - Short- & Long-Term Disability Insurance - Voluntary Life, Accident & Critical Illness Coverage - Employee Assistance Program (EAP) with free counseling, legal, and financial services.
• You’ll work across multiple hiring projects simultaneously • Partnering with fast-growing e-commerce brands, SaaS companies, and agencies • Proactively sourcing and engaging candidates through various channels • Building and managing candidate pipelines and hiring funnels • Screening and assessing candidates through interviews and qualification calls • Coordinating and arranging interviews between candidates and clients • Following up with candidates and stakeholders throughout the hiring process • Maintaining accurate candidate data and recruiting workflows • Supporting multiple searches simultaneously while ensuring an excellent candidate experience • Identifying bottlenecks and helping keep hiring processes moving efficiently
