Novo

Compliance

• Conduct final reviews of marketing materials, customer communications & operational processes to mitigate potential compliance risks.
• Assess impact of emerging financial services regulations on Novo’s operations/products & recommend necessary compliance actions.
• Play a lead role in internal & external regulatory audits.
• Oversee the maintenance of corporate governance documents.
• Draft & implement compliance playbooks outlining legal frameworks for different product lines & services.
• Ensure adherence to state-mandated commercial financing disclosure laws.
• Assess regulatory risks associated with Novo’s digital banking products.
• Provide litigation support by coordinating with external counsel, tracking case developments, and assisting in legal strategy formulation.
• Advise HR team on the development and revision of employment policies to align with FLSA, FMLA, ADA, EEOC guidelines, and whistleblower protections, ensuring compliance with evolving labor regulations.
• Provide strategic legal & compliance guidance on employee classification, remote work arrangements, & the structuring of employment & independent contractor agreements based on state & federal regulations.
• Oversee workplace investigations involving employee misconduct, discrimination claims & regulatory compliance matters.
• Negotiate, draft, and review vendor agreements, SaaS contracts, affiliate partnerships.
• Maintain & track annual state reporting & corporate compliance requirements in multiple jurisdictions.
• Implement internal governance policies for handling CCPA & other state-specific privacy regulations.
• Process consumer privacy requests.
• Oversee incident response management for potential data breaches, ensuring regulatory disclosures and remediation steps are properly executed.

Compliance Manager

Manager

• Serve as the internal subject matter expert on Fraud, leveraging a deep understanding of first-party, third-party, synthetic identity, payments, and other ever-evolving types of fraud.
• Evolve and expand fraud prevention and detection strategies across the organization in alignment with company objectives.
• Utilize analytics and data mining techniques to identify patterns, trends, and emerging fraud risks.
• Play an active role in the product development cycle for both current and future products by identifying possible fraud vectors and mitigants.
• Partner with the Data Science team to develop predictive models and machine learning algorithms for advanced fraud detection.
• Serve as the central point person in managing fraud attacks in real-time, partnering with teams across the organization (Engineering, Operations, Payments, Customer Support, Product) to identify and close down attack vectors, coordinate across stakeholders, and update Novo leadership.
• Keep up to date with evolving fraud tactics, industry regulations, and best practices to ensure proactive responses to new threats.
• Mentor junior team members and contribute to the development of a strong fraud prevention culture across the organization.

Senior Manager – Fraud Strategy and Analytics

Collections

• 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

Account Servicing Specialist, Collections and Recovery

• Assist the BSA Officer in implementing all aspects of Novo’s BSA Program, including driving automation and process optimization across Novo’s risk and compliance functions.
• Oversee and support Novo’s risk and compliance operations teams. Provide guidance on escalations and ensure quality of compliance reviews spanning multiple functions
• Compile key metrics, qualitative information and substantive analysis on patterns and overall impact to Novo’s BSA compliance program
• Perform complex investigations, focusing on identification of large scale ML and Fraud risks to Novo’s platform
• Ensure timely escalation and reporting of unusual activity to Novo’s banking partners
• Support the BSA Officer in conducting risk assessments, evaluating the effectiveness of existing controls, and identifying areas for improvement
• Develop and conduct BSA/AML training programs for both Novo’s risk operations functions and the broader organization.

BSA Manager

Product Manager

• Partner with the VP Growth Marketing to ideate and optimize growth loops, funnel conversion, and lifecycle engagement strategies that drive long-term retention and expansion.
• Build the infrastructure to support targeted marketing, experimentation, and data-driven personalization across the customer journey.
• Define and monitor KPIs for onboarding completion rates and additional high-value customer behaviors.
• Drive the product strategy for AI-powered and agentic automation that enhances customer support.
• Lead the in-flight CRM and case management platform implementation through to completion.
• Translate customer experience data and pain points into internal tooling requirements that directly improve service quality and efficiency.
• Build systems that surface the right context, at the right time, to the right agent.
• Measure the success and impact of tools, projects, and initiatives you ship.

Compliance Manager

Senior Manager – Fraud Strategy and Analytics

Account Servicing Specialist, Collections and Recovery

BSA Manager

Senior Product Manager – Onboarding, Growth, CX