Customer Experience Analyst

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
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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