Customer Advocate (Remote Collections Representative)

OppFi is a leading financial technology platform that powers banks to offer accessible products and a top-rated experience to everyday consumers. Through our unwavering commitment to customer service, OppFi helps consumers who are turned away by traditional providers build a better financial path. OppFi is an Inc. 5000 company for five straight years, a Deloitte's Technology Fast 500™, and the seventh fastest-growing Chicagoland company by Crain's Chicago Business. The company was also named on Forbes America 2021 list of America's Best Startup Employers and Built In's 2021 Best Places to Work in Chicago.

OppFi is a team of caring and innovative individuals with diverse 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 want people to be excited to come to work everyday and know you are a part of making a difference. Our company values guide us and create an open and collaborative culture where we hold the door, say what we see, do what we say, and dare to win together!

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.

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 is a leading financial technology platform that powers banks to help the everyday consumer gain access to credit. Through our unwavering commitment to customer service, OppFi helps consumers who are turned away by traditional providers build a better financial path. OppFi is an Inc. 5000 company for five straight years, a Deloitte's Technology Fast 500™, and the seventh fastest-growing Chicagoland company by Crain's Chicago Business. The company was also named on Forbes America 2021 list of America's Best Startup Employers and Built In's both 2021 and 2022 Best Places to Work in Chicago. We welcome individuals to join us in facilitating financial inclusion and credit access for everyday consumers to live the life they deserve.

OppFi is a team of caring, innovative, and inclusive individuals with diverse 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 want people to be excited to come to work every day and know you are a part of making a difference. Our company values guide us and create an open and collaborative culture where we hold the door, say what we see, do what we say, and dare to win together!

The Role:

Reporting to the Team Lead or Supervisor, you will guide our customers on their journey with OppFi by providing high-quality customer service assistance when reviewing loan applications from customers and prospective customers. You will ensure that loan applications are free of errors and include all essential information underwriters need to perform a risk assessment and provide a credit decision.  As a Brand Ambassador on behalf of OppFi, you will work with each customer to deliver a tailored service experience to meet their financial needs. 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 Customer Advocate Center

What you get to do: 

• Assist customers on their journey with OppFi
• Liaison between application advocates and underwriting, clearly documenting received and outstanding requirements for a complete application
• Ensure information provided for the loan application is accurate and complete for loan decision
• Research and correct mistakes in the application 
• Review required customer personal and financial documents to ensure loan eligibility
• Verify the accuracy of the application data and identify any discrepancies by validating financial and personal documents
• Create follow-up for customers and application advocates to ensure they remain informed of important information or updates regarding their loan application
• Provide timely turnaround of customer applications and background verification requests in adherence with established service levels 
• Protect the business and consumers from identity theft and/or fraud by completing action steps in accordance with company, state, and federal lending guidelines
• Ensure you comply with all established policies, regulations, and law requirements 
• Act as the liaison between the customer and underwriting 
• Participate in ongoing training and development courses
• Perform other related duties as assigned

What you will bring to the team: 

• A passion to help people
• Demonstrate reliability and trustworthiness
• Excellent interpersonal and written communication skills
• Commitment to excellent customer service
• A positive and professional attitude 
• Ability to work independently in a distraction free environment
• Exceptional time management skills
• Strong attention to detail
• Ability to multi-task and thrive in a fast-paced environment
• Willingness to learn and adapt to changing processes and technologies
• A team-player who shares ideas and information to help the team meet objectives
• Demonstrated proficiency in standard business computer operations, internet applications, web browsers, G-suite, and various Windows-based software applications
• A minimum of 2 years experience as a Loan Processor or similar position
• Collections or Sales oriented data processing/back-office experience is a plus

Reports to: Supervisor or Team Lead

Job Level: Entry

The hourly rate is $16.50 and the total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level.

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.

OppFi is committed to providing an exceptional employee experience from Day 1. Key new hire programs include Day 1 Orientation, training with your manager and team, lunches with our CEO and President, and an educational summit featuring presentations by our senior leaders. Throughout and beyond your first-year journey, you'll have access to a variety of events focused on culture, inclusion, connection, and education. We want you to feel welcomed, informed, and valued for who you are and what you bring to our company.

Starting your JourneyOppFi are champions of change as the working work evolves, and we offer flexible options that recognize the evolving needs of our employees. As you move through our recruitment process, we will confirm details around our flexible work options.

OppFi is committed to creating an environment of learning and development. We’ll introduce you to the world of financial technology banking all the way to helping you grow in your professional career:

• Day 1 - Month 3: Define Your MissionYou’ll understand our company mission, values, and vision, and how your position at OppFi plays a part in that. With the help of your manager, you’ll set mission-aligned goals to make an impact in your role.
• 5 weeks of financial technology banking educational training to build the knowledge and skills you need
• 2 - 4 weeks of guided live calls as you settle into your day to day functions
• Our team of leaders work with you to build a development plan with regular coaching, mentorship and support so you can reach your professional goals

• Months 3 - 6: Define Your BelongingYou’ll understand OppFi’s culture and know how to engage with and influence that culture.

• Months 6 - 12: Define Your JourneyYou’ll feel confident in your ability to execute in your role and empowered to take next steps in developing your career at OppFi.

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