OppFi is a tech-enabled, mission-driven specialty finance platform that broadens the reach of community banks to extend credit access to everyday Americans. Through best-in-class customer service, transparency, responsible lending, and financial inclusion, we support consumers, who are turned away by mainstream options, to build better financial health.
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. Our business principles guide us and create an open and collaborative culture where we improve 1% every day, and the best ideas always win! We welcome individuals who want to make an impact in the financial system by facilitating credit access, expanding financial inclusion, promoting financial health, and delivering exceptional customer service.
A few other fun facts about us. OppFi is one of the top consumer-rated financial platforms online, maintaining a 4.5/5.0-star rating on Trustpilot. We are a 2023 Crain’s Fast 50™ company and were named on Built In's 2024 Best Places to Work
About the job:
The Customer Experience Analyst is responsible for researching, and resolving, all internal customer complaints that are received via email, chat, phone, reviews, email, and texts within 7 business days. The Customer Experience Analyst also will analyze the internal customer's complaints to identify common complaint trends to determine whether any opportunities exist to enhance the identification of errors in data transfer, manual data entry, or other processes.
What you get to do:
- Primary responsibility is to Investigate and monitor all direct complaints and identify potential areas of compliance vulnerability; develop and implement action plans for resolution of problematic issues and provide general guidance on how to avoid or deal with similar situations in the future.
- Be responsible for handling a minimum of 35 cases per day
- Assist and develop how complaints are collected, responded to and create mechanisms for reporting on a weekly and monthly cadence within the feedback Monday Board
- Aid in, create and implement written acknowledgements, template responses to complaints, provide recommendations, update, and create complaint definitions, and Tier levels related to the efficiency of handling complaints
- Investigate complaints and collect requested data, communicate, and respond to internal partners regarding complaints
- Act as a self-starter while working closely with a highly collaborative teammates within the regulatory complaint side and other stakeholders in various phases of the complaint process.
- Demonstrate ability to exercise judgment in assessing the material significance and relevance of consumer issues and ensure timely
- Assist in developing reports and KRI/KPIs, which are concise, timely and provide value to business and management to continuously improve the complaint handling
What you will bring to the team:
- Bachelor’s degree
- Experience with complaint management
- SQL and JIRA knowledge is a plus
- Proficiency in root cause analysis
- 3-5 years’ experience reviewing sensitive information (customer documents, banking information), ability to navigate and review accounts, notate findings, and track
- Willingness to learn federal regulations under which OppLoans operates; primarily the Fair Credit Reporting Act (FCRA), as well as the Unfair, Deceptive, or Abusive Acts or Practices Act (UDAAP), Equal Credit Opportunity Act (ECOA), Truth in Lending Act (TILA), Fair Lending, Servicemembers Civil Relief Act (SCRA), as well as others as
- Proficiency in G-Suite and Microsoft
- Excellent verbal, writing, research and follow-up
- Excellent time management and the ability to multitask as well as assess and change
- Strong work ethic, problem solving skills and sound judgment with an acute attention to
- Ability to work well independently and in a team
- Adaptable to rapid change and identify areas of opportunity and
- Positive attitude and a drive to succeed on a daily
- Humility, integrity and a killer sense of humor!
Reports to: Compliance Manager
Total Rewards and Benefits:
The starting base salary for this position is $46,792 per year. 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. The total compensation package includes eligibility and potential for performance-based bonuses as well as equity grants dependent upon the role and job level.
OppFi offers a flexible, remote environment, 401(k) matching program, and generous paid time off. Other benefits include medical, dental, and vision coverage, and tuition reimbursement. There are also additional benefits, including DoorDash DashPass, Figo pet insurance, Rocket Lawyer, and access to LinkedIn Learning. OppFi also offers Fringe, which is a lifestyle benefits platform that allows employees to decide how to spend rewards from dozens of vendors like Uber, DoorDash, and UrbanSitter. #LI-Remote
EEO Statement:
OppFi is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, 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.
As part of OppFi’s commitment to providing equal opportunity to qualified individuals, OppFi will ensure that persons with disabilities are provided reasonable accommodation as defined by applicable laws and organizational policies. If reasonable accommodation is needed to participate in the job application or interview processes or job requirements, please contact our People Team at [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/.
The information in this document is for general informational purposes only. It is not intended to be an all-inclusive list or description of the organization and its requirements for positions and employees. OppFi reserves the right to modify or change the information on this document at its discretion.
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What the Team is Saying
What We Do
OppFi is a leading financial technology platform that powers banks to help the everyday consumer gain access to credit. We facilitate safe, simple and more affordable credit access to the 60 million everyday Americans who currently lack traditional options while rebuilding their financial health. We have been an Inc. 5000 company for six straight years, a Deloitte’s Technology Fast 500™ for four consecutive years, and the seventh fastest-growing company in Chicagoland in 2021 as measured by Crain’s Chicago Business based on five-year growth rate. The company was also listed on the Forbes America 2021 list of America’s Best Startup Employers and the Built In’s 2022 Best Places to Work in Chicago, Best Perks and Benefits in Chicago, and Best Large Companies to Work For in Chicago. OppFi maintains an A+ rating from the Better Business Bureau (BBB) and maintains a 4.7/5 star rating with more than 21,000 online customer reviews, making it one of the top customer-rated financial platforms online.
Why Work With Us
We pride ourselves on a collaborative company culture that allows our team members to show up as themselves. OppFi offers competitive salaries and great benefits like 401(k) matching, learning and development opportunities, and employee-led communities. We value team members who dream big, speak their minds, and are ready to make a difference.
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Employees work remotely.
OppFi is a remote-flexible workplace, meaning that team members have flexibility to work remotely and/or at the OppFi office depending on their role.
