Contact Center Telephony Analyst

| Chicago
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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. 500 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: 

  • Drive Opploans’ telephony platform that empowers 200+ agents to service over half a million calls per year
  • Deploy advanced capabilities like voice authentication, IVR smart routing, customer self-service, and fraud prevention
  • Build API integrations with 3rd party software such as Salesforce
  • Improve inbound and outbound campaigns, adapting for strategic projects and changes in customer behavior
  • Monitor call center KPIs and provide leadership with insight into performance, trends, and opportunities
  • Perform system administration tasks including: configuration, maintenance, upgrades, debugging, reporting, issue resolution with IT or system vendors and compliance with audit and regulatory controls.
  • Develop standards, guidelines and training for telephony-related technologies

What you will bring to the team:

  • Bachelor’s degree or equivalent experience in a technical field
  • 2+ years of experience in telephony systems administration required
  • Experience developing and implementing large-scale telephony solutions including advanced IVR features and integrations
  • Experience with Five9 telephony platform a plus
  • SQL proficiency is plus
  • Enthusiasm about collaborating with close-knit team to conquer new challenges
  • Local Chicago applicants preferred.

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 401(k) matching program and paid vacation. Other benefits include medical benefits, including a free PPO medical option with BCBS for Employee-Only Plans, dental and vision coverage, and tuition reimbursement. To support your wellness, you receive a free gym membership at One Two Pru and a corporate discount on ClassPass packages. To get you to and from work, you can participate in our pre-tax commuter benefits program with CTA and Metra, park your bike in the One Two Pru bike storage room, and take advantage of discounted Divvy memberships. Dresscode is casual. Lunch is subsidized through Fooda and Sweetgreen, and healthy snacks and drinks are available all day at the office.

Our office is conveniently located in downtown Chicago with panoramic views of Millennium Park and Lake Michigan with rooftop access.  

EEOC Statement: OppLoans is an equal opportunity employer. OppLoans does not discriminate against any applicant for employment due to age, color, sex, disability, national origin, race, religion, veteran status, or any other protected class.

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Technology we use

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Location

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

What are OppFi Perks + Benefits

OppFi 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
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
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.
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

In addition to offering generous insurance benefits and 401(k) matching, we pride ourselves on a fun, collaborative and supportive company culture. Prior to COVID-19, this meant in-office events like game nights, bagel mornings and chair massages as well as semi-annual company parties. With all our teams working remotely right now, we’re holding digital events in their place, like trivia nights, Zoom cooking classes, movie nights, and coffee chats. Through our lifestyle benefits platform Fringe, employees can access discounted services that support a healthy work/life balance. We are always looking for ways to treat our employees well and show them they’re appreciated.

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