🌍 Chicago, Illinois, United States 📅 06/05/2023
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.
### **What you get to do: **
As part of a dynamic and engaging team, the Email Advocate will communicate
with customers through emails and answer questions about payment and customer
service, upload emailed documents, and request additional documents,
processing partner and third-party requests.
### **Responsibilities**
* Respond to customers in a manner that provides five-star customer service in keeping with the strategic goals of OppFi
* Review and evaluate customer's financial documents and research financial history
* Redirect customers to appropriate departments and teams
* Meet daily metrics both personally and as a team unit
* Identify process bottlenecks, inefficiencies, and suggest operational improvements
* Monitor inbound cases from customers with questions and complaints
* Categorize cases for accurate data collection
* Follow all service level agreements for a response, transfer, and resolution times
* Use Salesforce and Cloud Lending to make appropriate changes to customer and loan records
* Be the first line of defense for incoming cases and distribute or forward cases to appropriate OppFi departments
* Use system and product knowledge to educate customers about best practices when establishing financial responsibility
* Provide ongoing feedback for process improvement, review, and maintenance of the case management procedures
* Be an expert regarding the loan application process
### **Required Skills**
* Ability to type 40 to 60 wpm
* Team player, willing to help in all situations
* Knowledge base and understanding in the financial lending industry
* Experience communicating with customers through electronic communications
* Experience in Payments/Arrangements
* Detail-oriented
* Critical thinker
* Excellent time-management skills
* Ability to multitask between tasks
* Excellent written communication skills
* Ability to adapt quickly to change
* Able to work under pressure
* Team player, willing to help in all situations
* Excellent customer service skills
* Confident in working with others
* Previous experience communicating with customers via electronic communications
* Previous experience in customer service oriented position
**Reports to: ** _Online Customer Service Manager_****
**Job Level: Entry**
The minimum salary for this role is $30,000. The total compensation package
includes eligibility for performance-based bonuses as well as a 1-time equity
grant based on level.
The actual offer, reflecting the total compensation package and benefits, will
be at the company’s sole discretion, and determined by a myriad of factors
including, but not limited to, years of experience, depth of experience, and
other relevant business considerations.
**Total Rewards and Benefits**
OppFi offers a flexible remote environment, 401(k) matching program, and
flexible paid vacation. Other benefits include medical benefits, dental and
vision coverage, and tuition reimbursement. To support your wellness & growth,
we provide monthly meditation and yoga classes and access to all LinkedIn
Learning courses. We also offer Fringe, which is a lifestyle benefits platform
that lets you decide how you want to spend your rewards from dozens of vendors
like Uber, Doordash, and Urban Sitter. Dress code is casual.
**EEOC Statement:**
OppFi is an equal opportunity employer and does not discriminate based on any
actual or perceived legally recognized protected bases under local, state, or
federal law or regulations. Our goal as a company is to build an equitable
workplace that actively works to dismantle systems of oppression in our
processes, procedures, and interactions. We aim to help our employees thrive
where they work and beyond. Check out our Culture page
[here.](https://www.opploans.com/careers/culture/#dei)
OppFi is committed to the full inclusion of all qualified individuals. As part
of this commitment, OppFi will ensure that persons with disabilities are
provided reasonable accommodations. If reasonable accommodation is needed to
participate in the job application or interview process, to perform essential
job functions, and/or to receive other benefits and privileges of employment,
please contact our People team at
[[email protected]](mailto:[email protected]).
_Pursuant to the requirements of the California Consumer Privacy Act, OppFi is
providing the "OppFi California Employee Privacy Policy", which details the
categories of personal information collected and your rights under the policy.
If you are a California resident, please review the policy here: _[
_https://www.oppfi.com/careers/_](https://www.oppfi.com/careers/)
