Customer Advocate

Helping the Everyday Consumer Build Financial Health

As a mission-driven fintech platform, OppFi helps everyday Americans gain access to credit with digital specialty finance products. Through our unwavering commitment to customer service, we support the millions of consumers who are turned away by mainstream options to build better financial health. Financial inclusion is at the heart of OppFi's mission and remains at the core of what we do.

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 an impact in the financial system by facilitating credit access, building and 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 Chicago Fast 50™ company and were named on Built In's 2023 Best Places to Work in Chicago.

What you get to do: 

Customer Advocates on the Collections Team are held to a new set of standards being established within the Financial Service Industry. As a member of this team, Customer Advocates have an overall objective of quickly discerning customer payment conflicts and providing the appropriate level of customer service. This objective will be accomplished while focusing on the customer experience and a true willingness to help re-establish a positive payment history. Functionally applying collections concepts with true customer service allows Customer Advocates to be meaningful contributing members of the OppLoans framework. This also allows Customer Advocates to establish their role as an “advisor” to the customer through education on products and services offered by OppLoans. In this role, you will:

• Report to Floor Supervisors and Senior Management for the department.
• Handle all incoming and outgoing calls in a goal-oriented department.
• Provide quality customer service regarding collections issues while maintaining the goal of reducing delinquency. 
• Use computer systems to process customer requests about payments or account maintenance. 
• Discuss account statuses with customers. 
• Apply system data and product knowledge to educate customers about best practices when establishing financial responsibility. 

What you will bring to the team:

• Bachelor’s degree or equivalent work experience
• 1 to 3 years of experience in a collections-oriented contact center, high-volume contact center enviornment preferred
• Commitment to excellent customer service for both external and internal customers by demonstrating the ability to communicate clearly and effectively
• Demonstrate reliability by self-regulating to maintain regular and dependable attendance  
• Ability to work independently and establish a professional relationship in a collaborative manner that is distraction-free remote environment with reliable internet access
• Exceptional time management skills with a willingness to learn and adapt to changing processes and technologies
• Demonstrated ability to multitask
• A team player who shares ideas and information to help the team meet objectives and thrive in a fast-past environment

Reports to: Customer Operations Call Center Senior Manager

Job Level: Entry

The hourly rate for this role is $16.00. 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.

Define your career at OppFi

OppFi is committed to providing an exceptional employee experience that allows you to define your career and purpose with us. New team members go through orientation, shadow programs, a new hire lunch with our CEO, Todd Schwartz, and you can participate in different company culture events focused on diversity, equity, and inclusion. Our team has designed programs to make you feel welcome and part of our team during your first year and beyond.

• Define the mission (days 1-30): You will understand our company mission, values, and vision, and how your role at OppFi plays a part in that. 

• Define your goals (