Manager, Card Operations Servicing Strategy
Helping the Everyday Consumer Build Financial Health
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!
Reporting to the Director, Operations Strategy you'll lead across a matrixed operations team and partner organizations to lead the customer service experience for our new credit card product.
What you get to do:
- Oversee the customer servicing experience for a growing credit card product - advocate for customer and agent experiences that delight and create supporting programs that balance business need, customer experience, and risk
- Improve servicing performance measurement & management - rationalize enhancements to Fraud, Disputes, & Collections Customer experiences and integration with existing servicing teams
- Provide overlapped quality assurance monitoring to partner servicing programs, develop targeted call monitoring agendas, and curate call listening sessions to inform and inspire creativity
- Partner with product teams to propose options to delight customers when we answer the phone and reduce friction in the customer servicing experience
What you will bring to the team:
- 3 years of experience in a combination including credit card operations, call center leadership, vendor management, audit support, or quality assurance management in a financial services operations context
- 2 years of experience or familiarity with federal regulations under which Opploans operates; primarily the Fair Credit Reporting Act (FCRA), but also 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), and others
- Strong skills in research, responding to internal questions, partnering with legal & compliance, and rallying teams to implement workable solutions
- Direct experience in a credit card operations environment strongly preferred, but not required
Define your career at OppFi
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, Jared Kaplan, 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 OppFis' 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 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 & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. 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:
Our goal as a company is to build an equitable workplace that actively works to dismantle systems of oppression in our processes, procedures, and interactions. We aim to help our employees thrive where they work and beyond. Check out our Culture page here.
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 [email protected].
Pursuant to the requirements of the California Consumer Privacy Act, OppFi is providing the "OppFi 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/