Customer Experience Analyst
Growth with a Purpose
OppLoans is a rapidly growing Fintech company that helps credit-challenged consumers build a better financial path through accessible products and five-star customer service. As one of Chicago’s fastest-growing startups, we’ve made the Crain’s Business Chicago Fast 50 (#4 in 2019) and the Deloitte Technology Fast 500 (twice), and we’ve ranked in the top 10% of the Inc. 5000 four years in a row!
OppLoans is a team of caring and inventive “Opptimists” with diverse perspectives and backgrounds. OppLoans 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 morning and know they are a part of something great. That’s why we prize collaboration, collegiality, and letting the best ideas win the day.
What you get to do:
- Research, resolve and log customer complaints that are received via phone, email, and online communications (chat, social media, complaint websites, third parties, lawyers, etc.).
- Manage resolution of complaints within a given timeframe.
- Partner with Regulatory Compliance to ensure all operational related complaints are logged and reported on.
- Provide support, analysis and insight to all customer complaints received by the business.
- Assist the Manager of Complaints and the Regulatory Associate with determining and analyzing the root cause of customer complaints.
- Build a scalable customer review generation program through training personnel, enhancing the current process and leveraging technology.
- Assess customer service experience by intaking and analyzing customer reviews received via Google, Credit Karma, LendingTree, BBB and other consumer rating platforms.
- Identify training or individual coaching opportunities and work with the Training Team to develop best customer service practices.
- Review floor complaints for potential training and re-training techniques.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Work with the Compliance Manager and Regulatory Associate to ensure proper customer service is being delivered.
- Assist by compiling monthly reporting for Leadership.
- Potentially assist on regulatory complaints, as needed.
What you will bring to the team:
- Associates degree required; Bachelor's degree preferred or 1-2 years of relevant work experience in a complaints department.
- Excellent communication (verbal and written) and customer service skills
- Experience at a bank or high-growth FinTech is preferred.
- Strong analytical and deductive reasoning skills
- Knowledge of financial regulations (FDCPA, UDAAP, FCRA, etc.)
- Strong skills in Salesforce, Excel and PowerPoint.
- Enthusiasm for learning new things and taking on new projects.
- Humility, integrity and a sense of humor; you take your work seriously, but not yourself.
- Ability to maintain an objective point of view.
- Comfortable working with multiple business units.
- Demonstrated ability to problem-solve.
- Team player, willing to help in all situations.
- Ability to apply creative solutions to complex problems.
- Sense of humor is a must!
Define your career at OppLoans
OppLoans is committed to providing an exceptional employee experience that allows you to define your career and purpose with us. New hire “Opptimists” go through orientation, shadow programs, a new hire lunch with our CEO, Jared Kaplan, and you can participate in different company culture events focused on diversity, equity, and inclusion. Our onboarding 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 OppLoans 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 OppLoans’ culture and have opportunities to engage with and impact that culture. Employee-led communities and programs, like our wellness program Project Opptimism, 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
OppLoans offers a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness, you receive a free Audible membership, access to all LinkedIn Learning courses, and monthly meditation and yoga classes. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash and Urban Sitter. Dress code is casual.
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.
OppLoans is committed to the full inclusion of all qualified individuals. As part of this commitment, OppLoans 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 [email protected].
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/