Customer Advocate (Remote Collections Representative)

Helping the Everyday Consumer Build Financial Health 

As a leading financial technology platform, OppFi powers banks to bring credit access to  millions of everyday consumers who are locked out of mainstream financial options. We go beyond our mission - to help people rebuild financial health - and go further to ensure we keep the customer at the center of everything we do. We are creating a Customer-obsessed culture, with the capital “C”. 

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 a difference in the financial system through creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth.

A few other fun facts about us: OppFi is an Inc. 5000 company for six straight years, a Deloitte's Technology Fast 500™, the seventh fastest-growing Chicagoland company by Crain's Chicago Business, and was named on Built In's 2022 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 environment 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: Supervisor

Job Level: Entry

The hourly rate is $16.00, as well as a bi-weekly bonus calculated based on dollars collected for each pay period. The payout percentage ranges between 2% - 10% of dollars collected per the bi-weekly pay period.

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 (months 1-3): You will be able to understand your role expectations and identify goals with your manager and mentor(s) to fulfill those expectations. 
• Define your belonging (months 3-6): You will understand OppFi’s culture and have opportunities to engage with and impact that culture. Business Resource Groups and other programs are offered to help with community connection both virtually and in-person. 
• Define your journey (6 months - 1 year): You will feel confident in your abilities to execute in your role and know the next step you will take to develop your career. 

Compensation and Benefits

OppFi offers a flexible remote environment, 401(k) matching program, and generous paid time off. Other benefits include medical plans, dental and vision coverage, and tuition reimbursement. To support wellness, growth, and legal support, we provide additional benefits, including DoorDash DashPass, Figo pet insurance, Rocket Lawyer, and access to LinkedIn Learning. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how to spend your rewards from dozens of vendors like Uber, DoorDash, and UrbanSitter. #LI-Remote

EEOC Statement: 

We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged/sealed convictions, or any other legally recognized protected basis under federal, state, or local law.

OppFi is committed to the full inclusion of all qualified individuals. As part of this commitment, OppFI will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our People team at recruiting@opploans.com. 

Pursuant to the requirements of the California Consumer Privacy Act, OppLoans is providing the "OppLoans 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.opploans.com/careers/