Senior Associate, Issue Resolution

As a Senior Associate in Issue Resolution at OppFi, you will delve into issue investigation and perform root cause analyses to determine the origin of customer-impacting issues. You'll support the execution of remediation plans by coordinating with various internal teams to ensure every action item is documented and resolved efficiently. Additionally, you will help develop processes for consistency and compliance while generating analytical reports to monitor progress. Collaboration across teams will also be crucial in crafting customer-first solutions.

To excel as a Senior Associate in Issue Resolution at OppFi, you should hold a Bachelor’s degree or have relevant military experience. A minimum of two years in issue remediation, risk management, operations, or customer support is essential. Strong analytical skills, attention to detail, and excellent communication skills are also required. Familiarity with tools like Excel, SQL, and BI platforms such as Tableau will enhance your candidacy. Experience in a regulated industry is a plus!

The Senior Associate in Issue Resolution plays a critical role in enhancing customer service at OppFi by identifying and resolving customer issues efficiently. By performing thorough investigations and collaborating cross-functionally, you ensure that customer concerns are addressed in a timely manner. Your contributions to process improvements and data analysis will help create a seamless experience for customers, reinforcing OppFi's reputation as a top-rated financial platform.

In the role of Senior Associate in Issue Resolution at OppFi, you'll use analytical tools like Excel, SQL, and BI platforms such as Tableau or Power BI to both extract and analyze data. These tools allow you to create informative reports and dashboards that track remediation progress, thereby ensuring that the solutions implemented are effective and contribute to operational excellence.

OppFi offers a competitive compensation package for the Senior Associate in Issue Resolution role. This includes base pay plus performance-based bonuses and equity grants. Additional perks encompass a flexible remote work environment, a robust 401(k) matching program, generous paid time off, and comprehensive medical, dental, and vision coverage. We also support your growth with tuition reimbursement and unique lifestyle benefits, such as DoorDash DashPass and pet insurance.

When asking about your process for identifying a root cause, emphasize a systematic approach. Discuss your use of data analysis, stakeholder interviews, and corrective action plans to ensure clear documentation of the issue. Highlight any specific methodologies you might be familiar with, such as the 5 Whys or Fishbone Diagram.

In a situation where multiple issues need addressing, I would assess the impact of each issue on the customer experience and the business. I prioritize based on urgency and potential risk, often consulting with team members to gauge the scope of each case. Effective communication and organization are key to managing these priorities.

When asked about process improvement, share specific examples where a change had a measurable impact. Discuss how you approached the improvement, the stakeholders involved, and the resulting benefits. Quantifying the outcome, such as reduced response times or increased customer satisfaction, adds strength to your answer.

Ensuring compliance begins with a clear understanding of regulatory requirements. I would collaborate with compliance and risk teams to gather insights during process development, and establish monitoring mechanisms to track adherence to regulations. Continuous training and updates also help maintain knowledge of any changes in compliance standards.

In my previous roles, I've regularly collaborated with teams across various functions including risk, compliance, and operations, particularly in issue resolution. I’ve learned that effective communication is crucial, as well as aligning on common goals to foster a successful collaborative environment.

In dealing with conflict, I focus on open communication and understanding each party's perspective. Encouraging collaboration towards a common goal while facilitating constructive discussions can lead to resolutions. I aim for solutions that enhance team dynamics and ensure the project remains on track.

I'm proficient in using Excel for data analysis and reporting, as well as SQL for querying databases. Additionally, I have experience with BI tools like Tableau to create visual dashboards that effectively represent data. Comfort with these tools enhances my ability to substantiate findings and support decision-making.

Effective customer service in issue resolution hinges on empathy, responsiveness, and clear communication. Understanding customer needs and concerns is crucial. Providing timely updates and following through on promises ensures customers feel valued and builds trust in the resolution process.

In an interview setting, I recommend discussing a specific instance where learning a new system under tight timelines was essential. Detail out the steps you took to familiarize yourself with it—such as attending training sessions, seeking help from colleagues, or exploring online resources—and how this adaptability benefited your team or project.

I’m motivated by the challenge of enhancing efficiency and the positive impact it has on the overall customer experience. Knowing that a process I improve can save time and resources is a powerful motivator for me. I also enjoy collaborating with my cross-functional teams to brainstorm and implement innovative solutions.