Email Advocate

Email Advocate

About the job:

As part of a dynamic and engaging team, the Email Advocate is responsible for emailing customers to answer questions about the loan application process. This includes providing status updates and reviewing or requesting additional documentation as needed. You will also provide information about our loan services, such as payoff quotes, schedule change requests, and ACH revocations.

In addition to direct customer interactions, you will process requests from partners and third parties, including law and debt consolidation firms. You will also handle inquiries and send requests to various departments for further review, such as credit disputes and complaints.

What you get to do:

• Build relationships with customers via electronic communication, primarily email. 
• Highly responsive via our internal communication channels to ensure swift support to the various customer-facing teams, our customers, and other team members
• Identify and respond to customer questions, inquiries,  concerns, and overall needs via our communications platform in a prompt manner
• Review and evaluate customer’s financial documents and research financial history
• Redirect customers correspondence to appropriate departments and teams when appropriate
• Collaborate with key internal stakeholders to process loan applications in an expedited fashion 
• Assist Servicing/Collection Teams in various administrative tasks to assist in recovery and collections efforts
• Drive through excellent customer service at every step of the lending process.
• Meet or exceed daily metrics both personally and as a team unit
• Identify process bottlenecks and inefficiencies and suggest operational improvements

What you will bring to the team:

• 3+ years of previous experience in customer service with experience communicating with customers via electronic communications and email (preferred lending/finance industry)
• Demonstrated proficiency in standard business computer operations, internet applications, web browsers, G-suite, and various Windows-based software applications
• Excellent written communication and comprehension skills, with strong attention to detail and typing proficiency of 40-60 WPM 
• Self-motivated with a goal-oriented mindset
• Demonstrate reliability by self-regulating to maintain regular and dependable attendance
• Adept critical thinker capable of efficiently managing multiple task assignments 
• Exceptional time-management skills with a willingness to learn and adapt quickly to changing processes and technologies while meeting deadlines
• A team player who shares ideas and information to help the team meet objectives and thrive in a fast-paced environment.
• Ability to work independently in a distraction-free remote environment with reliable internet access

Reports to: Online Customer Service Manager

Job Level: Entry Level

Schedule:

• Mondays: 8am - 4pm CST
• Tuesdays - Fridays: 10am - 6pm CST
• Saturdays & Sundays: Off

Total Rewards and Benefits:

The starting base salary for this position is $18.87 per hour. 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