Overview

Intuit is a mission-driven, global financial platform company that helps our customers put more money in their pockets, eliminate work and drudgery, and ensure every financial decision is made with confidence.

People who work for themselves fuel our economy. In the U.S., small businesses employ 60% of the workforce and create 80% of new jobs. Oftentimes the odds are stacked against them with 50% failing in the first 5 years. Intuit’s Global Business Solutions Group (GBSG) is devoted to creating a portfolio of solutions to meet small businesses’ needs and dramatically improve their success rate.

Although traditionally known for accounting and bookkeeping, QuickBooks is rapidly expanding services through which SMBs run their business. Trillions of dollars of invoices and bills run through QuickBooks, and Intuit pays out $115B+ to workers every year, making Intuit the largest SMB payroll provider. In the past few years alone QuickBooks has launched multiple game changing FinTech offerings and is uniquely positioned to lead the industry. From the launch of QuickBooks Capital in 2017 to the launch of the QuickBooks Cash bank account in 2020, the pace of FinTech innovation at Intuit has never been greater.

We are seeking a Business Operations Associate to join our Loan Servicing Platform team. This role will play a critical part in optimizing and developing our Salesforce platform to drive operational excellence in queue management, performance measurement, and issue resolution. The ideal candidate has a strong background in operations, a proven track record of working with Salesforce, and experience in the fintech space.

What you'll bring

• Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field or equivalent relevant experience

• 5+ years of experience in business operations, loan servicing, or platform development, preferably within the fintech industry.

• Hands-on experience with Salesforce platform development, including dashboards, workflows, and queue management tools.

• Strong analytical skills with experience in creating performance metrics and reporting tools.

• Demonstrated ability to troubleshoot and resolve complex issues efficiently.

• Excellent communication and collaboration skills, with the ability to work effectively across teams and with external partners.

• Knowledge of loan servicing operations or experience working with third-party servicing agencies is a plus.

• Strong organizational skills and attention to detail

• Knowledge of lending products and their relevant regulatory requirements, including KYC, TCPA, FDCPA

• Help drive the mindset that Compliance is a strategic advantage, enabling growth and customer delight

Preferred Skills

• Salesforce certifications (e.g., Salesforce Administrator or Salesforce Advanced Administrator).

• Experience with other data visualization tools (e.g., Tableau, Power BI).

• Familiarity with compliance and regulatory requirements in loan servicing or financial services.

How you will lead

Platform Development

• Design, develop, and implement enhancements to the Loan Servicing and CRM platform to streamline queue management and ticket workflows.

• Build and maintain dashboards and reports to track key performance metrics, particularly for vendor and agency performance.

• Collaborate with cross-functional teams to define requirements and deliver scalable solutions that align with business needs.

Performance Measurement & Reporting:

• Develop data-driven dashboards to monitor and evaluate the performance of loan servicing agencies.

• Analyze trends, identify areas for improvement, and provide actionable insights to stakeholders.

• Ensure the accuracy and timeliness of all performance reports.

Issue Triage and Remediation:

• Act as the first point of contact for escalated issues, identifying root causes and coordinating resolution efforts.

• Collaborate with internal and external stakeholders to troubleshoot problems and implement long-term fixes.

• Develop and maintain a knowledge base of issue resolutions to improve efficiency in handling recurring problems.

Cross-Functional Collaboration:

• Partner with product, engineering, compliance, and vendor teams to drive system improvements and ensure alignment with company objectives.

• Serve as a subject matter expert for Salesforce capabilities and best practices.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.