Customer Advocacy Specialist

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances. 

At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact. 

We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged. 

Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference. 

About the role 

The Customer Advocacy Specialist role is primarily responsible for complaint intake, complaint management, customer phone calls, and fraud tracking.  The Customer Advocacy Specialist will be responsible for follow-up and follow-through addressing customer concerns. The Customer Advocacy Specialist will be a member of the Company Compliance team and will report to the Customer Advocacy Lead. 

Key Responsibilities 

• Customer Advocacy & Support:  Champion the company's commitment to customer advocacy by advocating for customers' needs in a professional and courteous manner.  Provide timely and effective resolution to customer inquiries, issues, and complaints via various communication channels. 

• Documentation & Reporting:  Maintain detailed records of customer interactions, including issues raised, resolutions provided, and any follow-up required in Company complaint management tracking systems.  Generate regular reports on customer complaints and trends and provide reporting to Management as required and requested. 

• Cross Functional Collaboration:  Collaborate with other departments and stakeholders to address root causes of customer concerns or complaints and assist in fostering a cross-functional understanding of consumer concerns. 

• Fraud Tracking:  Maintain fraud tracking and reporting, including in collaboration within the Compliance team and among other departments.  Generate regular reports to identify trends and provide reporting to Management as required and requested.   

• Adheres to Company policies and procedures, including Compliance (UDAAP, BSA/AML, etc.), Information Technology, employee handbook, etc. 

• Other duties as assigned. 

Skills, Knowledge, and Expertise 

• 1-3 years of experience in customer service or customer advocacy positions, with regulatory compliance, customer advocacy, complaints management, or similar roles in highly regulated consumer financial services or banking organizations.  

• AA degree or equivalent experience required. 

• Strong working knowledge of federal and state consumer finance and banking laws and regulations is a plus. 

• High proficiency in using complaint management systems and related software is a plus. 

• High proficiency in Microsoft Office – Excel, Word, Outlook. 

• Excellent communication skills, both verbal and written. 

• Problem-solving abilities and a proactive attitude toward addressing customer needs. 

• Strong interpersonal skills with the ability to empathize and build rapport with customers. 

• Superior organizational skills, including the ability to multitask effectively and manage competing priorities under demanding deadlines. 

• Operates with strong integrity and the ability to handle projects of a sensitive and confidential nature. 

• Demonstrates flexibility and the ability to adapt quickly to rapidly changing needs. 

• Ability to constructively challenge ideas and ensure timely escalation of issues and concerns as appropriate. 

• Proven ability to work independently and collaboratively within a team environment.  
  
  Location 

  This position is fully remote, allowing you to work from anywhere that suits you best! While you’ll primarily work from home, you are always welcome to visit our office in Irving, TX, whenever you choose. We encourage our remote team members to stay connected through regular virtual meetings and team events. All team members must reside in one of our approved locations by their start date, ensuring you remain part of our collaborative community. 

   

  Compensation 

  For this role our salary range is $21 to $23 depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance. 

   

  Benefits That Support Your Success 

  • Stay Healthy & Happy: Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being. 

  • Secure Your Future: Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%). 

  • Time That Works for You: Recharge with accrued time off, company holidays, sick time, and 3 floating holidays—perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday! 

  • Support for Growing Families: Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments. 

  • Competitive Rewards: Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded. 

  • Tools for Success: Stay connected and productive with a robust tech package designed to help you deliver your best every day. 

   
  Our Core Values  

  • Pursue Excellence: We strive for the highest quality, ensuring our tools and services truly aid in our customers’ success.  

  • Make a Meaningful Impact: We focus on delivering outcomes that genuinely improve financial well-being.  

  • Commit to Innovation: Our innovative approach keeps us at the forefront of providing effective financial tools.  

  • Champion the Customer: We prioritize our customers' financial goals, tailoring our tools to meet their unique needs.  

  • Collaborate with Purpose: Our teamwork drives us to develop superior solutions that empower customers.  

  • Lead with Kindness: Respect and empathy are central to our operations, creating a supportive environment for success. 

   

  Equal Employment Opportunity Employer 

  At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer—ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. 

   

  We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.