Operations Analyst

Category: Corporate Services
Location: Boston, MA
Job ID: 14020
Posted Date: April 23, 2020

We started with the simple belief that we could not sit idly by as 40 million of us were in the grip of one of the biggest financial stressors of our age, Student debt. In response, we formed a company made up of some of the industry’s most experienced professionals to help people break the stranglehold that the financial costs of education have on people every day. Gradifi was founded in January 2014 and joined the E*TRADE family of businesses in December 2019. Gradifi is leading the way in providing innovative financial benefits that empower employers to help their people work toward brighter financial futures with contributions to their student loans, options to refinance their loans and help to create nest eggs for their children’s educational futures.


More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.




This role is responsible for monitoring the operational quality of participant loan/529 data submitted to our platform, managing operational procedures to ensure timely and accurate payment processing to 529/loan servicers, and providing second level support to Gradifi’s customer service team throughout the transaction and payment cycles. It is expected that you will work cross functionally to ensure we meet all service level requirements with Gradifi employers and design and follow operating procedures critical to mitigating risks that may impact participation in the benefit programs at Gradifi. This is a pivotal role in maintaining customer satisfaction in Gradifi’s service offering and is expected to provide feedback to operations and product management as a means of improving the service and platform.


Security and compliance is a top priority at Gradifi and strict adherence to the policies and procedures of the Information Security Management System is mandatory.



  • Work cross functionally with account management, accounting and operations to ensure contributions and fees from clients are funded in a timely manner.
  • Work closely with loan servicers and 529 program managers to monitor the effectiveness of the payment process, including the review and validation of loan & 529 accounts and tracking/resolution of any returned or rejected payments
  • Serve as an escalation point and subject matter expert to the customer service team to resolve participant and client payment inquiries within service level expectations of our business
  • Manage small projects to support the operations team as needed and to enhance operational policies and procedures


  • Bachelor’s degree in Business Administration or Computer Science
  • 2 – 4 years’ experience in an operational support and technical ability preferred


  • Experience within a client facing operations or support help desk, preferably within a financial services or fin tech industry
  • Experience managing a batch processing operation and related exception handling procedures
  • Experience managing small projects and/or processes for managing clients in a SaaS environment
  • Experience within a payment processing environment
  • Understands relational database concepts
  • Solid understanding of support operations and related business processes
  • Strong analytical and problem solving skills, excellent written and verbal communications skills, and the ability to manage multiple tasks and meet established deadlines
  • Familiarity with SQL and database environments is a plus
  • Knowledge of file transfer protocols
  • Must be proficient in Microsoft Office applications (Excel, Word and Outlook)
  • Ability to communicate effectively with both engineering and client facing teams to accomplish goals and solve problems
  • Loves to solve complex problems; comfortable with not always knowing the answer but knows how to engage in a process to figure it out
  • Develops and maintains strong relationships both inside and outside the company
  • Maintains the highest integrity in all that he/she does

We offer a competitive and comprehensive benefits package. Please visit https://www.etradecareers.com/why-work-at-etrade/employee-benefits/ to learn more about the opportunities.

E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.

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