Customer Support Advocate

OppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. Through a transparent and responsible platform, which includes financial inclusion and excellent customer experience, the Company supports 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 2025 Crain’s Fast 50™ company and were named on Built In's 2025 Best Places to Work in Chicago.

About the job:

As a Customer Support Advocate, on behalf of OppFi, you will act as the primary advocate for our customers. 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. 

This role focuses on building genuine relationships with both active and delinquent customers, helping them navigate their financial journey with OppFi through empathetic communication, expert problem-solving, and unwavering commitment to meeting their unique financial needs. You’ll work in a fast-paced, technology-enhanced environment where your primary focus is understanding each customer’s situation and providing tailored solutions that support their financial success. 

What you get to do:

• Assist customers with general inquiries about current loan statuses and payment arrangements such as account maintenance, payment cancellations, enrollment into assistance programs, and balance details with warm, engaging communication
• 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
• Actively listen in order to quickly identify and solve problems at the moment while providing troubleshooting support and navigating multiple platforms via internet browser and other software
• Adapt to changing priorities and procedures while maintaining high-quality service standards
• Meet effective, efficient, and accurate goals while contributing to the overall success of the team, department, and OppFi
• Adhere to established policies and procedures to protect the business and customers  related to originations, servicing, regulatory compliance, and quality 
• Apply system data and product knowledge to educate customers about best practices when establishing financial responsibility
• Perform other related duties as assigned 

What you will bring to the team:

• 3+ years of customer service experience with 2+ years of experience in a high-volume contact center environment (required) 
• 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 attend 5 weeks of mandatory training (Monday - Friday, 9am - 5pm CST) and then transition into a work schedule consisting of four weekdays plus Saturdays on a rotating basis.
• A passion for helping people with a positive and professional attitude 
• Strong communication skills with the ability to clearly explain complex information in a customer-friendly manner
• 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 change 
• processes and technologies 
• A team player who contributes to team success by sharing ideas and information to help the team meet objectives and thrive in a fast-pace env