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Customer Operations Administrative Advocate

| Chicago
Why OppLoans?
Strong Growth and Profitability
OppLoans has grown 1,500 percent over the last three years, with 2018 marking the third year in a row of making the Inc. 500 list of the nation’s fastest growing companies. We have originated hundreds of thousands of loans and will surpass $130 million of annual revenue in 2018. In 2019, we’re projected to exceed $200 million, while maintaining strong profitability.
 
Customers Love Our Product
OppLoans is committed to delivering a best-in-class experience to our customers. Don’t believe us? See what our borrowers are saying on Google and the BBB!
 
Employees Love Working Here
With a dynamic startup culture and generous benefits, we’ve attracted top talent and boast one of the happiest offices in the country. We were recently named the 3rd fastest-growing startup by Built In Chicago. In 2018, Glassdoor named us the 6th best place to work in the nation. Check out our reviews to see why our employees love us! As the business continues to grow quickly, we are always looking to bring on future leaders as we take the next step in our journey. We added over 100 FTEs in 2018 and plan to do the same in 2019.

 What you can expect from us: 
  • A fast-paced environment with dynamic challenge and opportunities to make impact. 
  • A commitment to professional development and support for your growth.
  • Ability to work with a team of hard working professionals who truly value excellence and providing a phenomenal customer experience.
  • A group committed to a fantastic employee experience from the very first interview to the everyday experience.
Customer Operations Administrative Advocate
What you get to do:

As a Customer Operations Administrative Advocate, daily activities will include managing inbound email communications through Salesforce and processing payments and refunds for customers.
You will be one of the first users of the Service Cloud platform at the company, utilizing Email to Case functionality by responding to new and existing customers and assisting with questions regarding their
account status or initiating common requests (i.e. skip a payment, ACH revocation, reschedule paydates).
While distributing and facilitating workload amongst Customer Advocates throughout your day, you will also work closely with the Supervisors to ensure escalated email communications are appropriately handled. Working closely with the Finance department, you will also be responsible for ensuring all payments received
by customers are properly notated in the system and accounted for. Similarly, you will also process refunds for customers and maintain records working with the Supervisors.
Key Responsibilities:
  • Serve as the first point of contact for customer e-mail inquiries.
  • Utilize the Service Cloud platform, specifically the Email to Case management system.
  • Manage the Payments Queue, responding to or assigning up to 50+ new cases per day and closing cases as completed.
  • Distribute and facilitate workload amongst Customer Advocates and Supervisors, setting follow-ups when necessary.
  • Extracting documents and uploads from emails and ensuring they are properly attached to customer accounts Ensure that high priority cases (ACH revocations, paydate reschedules) are addressed within 24 hours, working with compliance on monitoring of these cases.
  • Assign Debt Management Cases to the team lead on DMC accounts.
  • Field customer complaints.
  • Perform data entry when necessary on customer accounts
  • Work closely with the Director of Customer Operations, Senior Manager or Floor Supervisors on adhoc requests Work closely with the Bizops team on process improvement initiatives, communicating pain points or suggesting ways to streamline operations.
Desirable Skills:
  • Demonstrated ability to multi-task extensively and prioritize tasks.
  • Able to use multiple systems at once to gather data.
  • Excellent communication skills.
  • Team player, willing to help in all situations.
  • Some experience with Salesforce platforms preferred.
Level
  • Entry Level
 Benefits/Perks: 
  • Competitive Benefit package.
  • Free PPO Medical plan option with BCBS.
  • Flexible Spending accounts & Health Saving plans with employer contribution up to $500.
  • Dental, Vision, Accident coverage.
  • Disability plans & Life insurance 100% employer paid.
  • Wellness & EAP Programs.
  • CTA, Metra & parking programs.
  • Opportunities to donate to charity.
  • Fully stocked kitchen with healthy snacks & drinks available including a Bevi machine and unlimited free coffee.
  • Subsidized daily lunches. 
  • Free gym membership onsite.
  • Free shuttle passes to Metra stations. 
  • Casual dress policy. 
  • Discounted Divvy memberships & Soul Cycle classes.
  • 401(k) plan with employer match that is fully vested upon enrollment.
  • Employee and peer recognition program. 
  • Dynamic start-up culture in a fast-paced environment. 
  • Ability to make an immediate impact in a growth stage company. 
  • Flexible paid vacation policy. 
  • Intramural sports leagues.
  • Weekly office events including but not limited to: happy hours, massages, trivia & game nights, private yoga sessions, catered breakfasts & lunches, professional development seminars, fitness classes, etc.
  • Dual monitors and stand-up workstations. 
  • Convenient downtown Chicago office located in the heart of the city. 
  • Awesome panoramic office view of Millennium Park and Lake Michigan, with rooftop access. 
  • Equal opportunity employer. 
 
Read Full Job Description

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

OppLoans is located in the heart of downtown Chicago, adjacent to Michigan Avenue and across the street from beautiful Millennium Park.

What are OppLoans Perks + Benefits

OppLoans Benefits Overview

Fully stocked kitchen with healthy snacks & drinks available.
Subsidized daily lunches.
CTA & Metra benefit program.
Free gym membership.
Free shuttle passes to Metra stations.
Casual dress policy.
Discounted Divvy memberships.
401(k) match program.
Free OppLoans apparel.
Competitive salary and benefits package.
Fun, fast-paced work environment.
Employee and peer recognition program.
Dynamic start-up culture and environment.
Ability to make an immediate impact in a growth stage company.
Flexible paid vacation policy.
Free health benefit options.
Intramural sports leagues.
Weekly office events (happy hours, massages, game nights, private yoga sessions, catered
breakfasts, etc.).
Dual monitors and stand-up work stations.
Convenient downtown Chicago office located in the heart of the city.
Awesome panoramic office view of Millennium Park and Lake Michigan, with rooftop access.
Equal opportunity employer.

Culture
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
OppLoans gym is a state-of-the-art fitness center free to all employees, and provides yoga, kickboxing and pilates classes on site.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
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