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Customer Experience Analyst

Remote:

Full Remote

Contract:

Full time

Salary:

47 - 47K yearly

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s degree, 3-5 years’ experience in complaint management, Proficiency in root cause analysis, Knowledge of SQL and JIRA is a plus, Experience reviewing sensitive customer documents.

Key responsabilities:

Investigate and monitor direct complaints
Develop action plans for resolution
Handle a minimum of 35 cases daily
Create templates and mechanisms for reporting
Assist in developing concise reports on complaints

OppFi Fintech: Finance + Technology SME https://www.OppFi.com/

501 - 1000 Employees

See more OppFi offers

Job description

Your missions

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 recruiting@oppfi.com.

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.