Job Description
Title: Application Advocate (Remote Contact Center Representative)
Location: Chicago, IL
Helping the Everyday Consumer Build Financial Health
As a leading financial technology platform, OppFi powers banks to bring credit access to millions of everyday consumers who are locked out of mainstream financial options. We go beyond our mission – to help people rebuild financial health – and go further to ensure we keep the customer at the center of everything we do. We are creating a Customer-obsessed culture, with the capital C .
And it starts with our team here. We are a team of caring, innovative, and inclusive individuals who thrive in being immersed in diverse talents, expertise, perspectives and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. We welcome individuals who want to make a difference in the financial system through creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth.
A few other fun facts about us. OppFi is an Inc. 5000 company for six straight years, a Deloitte’s Technology Fast 500 , the seventh fastest-growing Chicagoland company by Crain’s Chicago Business, and was named on Built In’s 2022 Best Places to Work in Chicago.
The Role:
Reporting to the Supervisor, you will guide our customers on their journey with OppFi by providing high-quality customer service assistance when responding to requests from customers and prospective customers while observing all compliance regulations. As a Brand Ambassador on behalf of OppFi, you will work with each customer to deliver a tailored service experience to meet their financial needs. Whether you are new to the financial technology industry or have financial experience, our team will help you develop skills for growth while you provide great customer experiences in our high-volume call center.
What you’ll get to do:
- Guide customers through the application process by advising them of important information or updates regarding their loan application such as required documentation, validation of information, or account maintenance
- Protect the business and our consumers from identity theft and/or fraud by adhering to established policies and procedures related to originations, servicing, regulatory compliance, and quality in accordance with company, state, and federal lending guidelines
- Quickly identify and solve problems in the moment while providing troubleshooting support and navigating multiple platforms via internet browser and other software
- Liaison between Originations, Servicing, Collections and multiple departments; rerouting calls as necessary
- Meet effective, efficient and accuracy goals while contributing to the overall success of the team, department and OppFi
- Participate in ongoing training and development courses
- Adhere to established policies and procedures to protect the business and customers related to originations, servicing, regulatory compliance, and quality
- Perform other related duties as assigned
What you’ll bring to the team:
- 3+ years of customer service experience with 2+ years of experience in high-volume contact center environment (preferred)
- Collections or Sales oriented contact center experience is a plus (not required)
- Demonstrated proficiency in standard business computer operations, internet applications, web browsers, G-suite, and various Windows-based software applications
- Ability to work in a flexible environment four weekdays AND one weekend day (Saturday or Sunday) each week or three weekdays AND all weekend, plus mandatory training up to 6 weeks (Monday – Friday 9 am – 5 pm)
- A passion for helping people with a positive and professional attitude
- Demonstrate reliability by self-regulating to maintain regular and dependable attendance
- Commitment to excellent customer service for both external and internal customers by demonstrating the ability to communicate clearly and effectively
- Ability to work independently in a distraction-free remote environment with reliable internet access
- Exceptional time management skills with a willingness to learn and adapt to changing processes and technologies
- A team-player who shares ideas and information to help the team meet objectives and thrive in a fast-past environment
Reports to: Supervisor
Job Level: Entry
The anticipated salary based on qualifications and experience is $16.50/hour and the total compensation package includes a 1-time equity grant based on level.