Customer Solutions Manager

OppFi is a tech-enabled, mission-driven specialty finance platform that broadens the reach of community banks to extend credit access to everyday Americans. Through best-in-class customer service, transparency, responsible lending, and financial inclusion, we support consumers, who are turned away by mainstream options, to build better financial health.

We are a team of caring, innovative, and... inclusive individuals who thrive in being immersed in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. Our business principles guide us and create an open and collaborative culture where we improve 1% every day, and the best ideas always win! We welcome individuals who want to make an impact in the financial system by facilitating credit access, expanding financial inclusion, promoting financial health, and delivering exceptional customer service.

A few other fun facts about us. OppFi is one of the top consumer-rated financial platforms online, maintaining a 4.5/5.0-star rating on Trustpilot. We are a 2023 Crain?s Fast 50? company and were named on Built In's 2024 Best Places to Work

Customer Solutions Manager

As a leading financial technology platform, OppFi powers banks to bring credit access to millions of everyday consumers who are locked out of mainstream financial options. We go beyond our mission - to help people rebuild financial health - and go further to ensure we keep the customer at the center of everything we do. We are creating a Customer-obsessed culture, with the capital ?C?.

And it starts with our team here. We are a team of caring, innovative, and inclusive individuals who thrive in being immersed in diverse talents, expertise, 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 welcome individuals who want to make a difference in the financial system through creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth.

A few other fun facts about us. OppFi is an Inc. 5000 company for six straight years, a Deloitte's Technology Fast 500?, the seventh fastest-growing Chicagoland company by Crain's Chicago Business, and was named on Built In's 2022 Best Places to Work in Chicago.

What You Get To Do

In this role, you will help guide business insights, key metrics, and help determine the overall performance goals for Servicing Operations at OppFi. In this role you'll be partnering across the entire organization with internal stakeholders including Product, Customer Advocate, Operational Risk, Compliance, Tech, Finance in addition to other business operations teams. You must promote good relationships across teams, have exceptional communication skills and the ability to lead and influence in a fast-paced, and highly collaborative environment.

Key Responsibilities
? Support and coach the department to follow all expectations to ensure adherence to quality standards, deadlines and proper procedures while mentoring and empowering the team for results and accountability.
? Drive successful communication, teamwork, collaboration, and commitment across multiple groups within the company.
? Support capacity planning for the Transaction Processing Team to ensure that the proper resources are available to support and accomplish key departmental goals.
? Work with leadership to align the Customer Solutions departmental goals with overall company performance goals and pillars.
? Maintain Customer Department Policies and Procedures, continually working to refine and make proactive enhancements that build efficiencies and improve processes.
? Proactively identify, recommend, and implement process improvement opportunities to ensure superior customer service and issue resolution.
? Manage escalated servicing issues, develop corrective action plans, and document and report ongoing product/process challenges.
? Participate in the review and the selection of potential new vendors and the prioritization of new technologies to support Customer Service, operational efficiency, and account accuracy.
? Manage external vendors that support Servicing Operations needs.
? Proactively make suggestions and design and implement infrastructure to uphold and promote best in class Customer Service.
? Develop and track defined department KPIs and service level metrics.
? Oversee day to day functions of assigned departments ensuring quality outputs that meet or exceed targeted key performance metrics.
? Contribute to company performance goals by planning and driving initiatives in alignment with those objectives.

What You Will Bring To The Team
? Experience managing a team of individual contributors at varying levels
? Experience working in the financial services industry with knowledge of Treasury and Accounting
? Experience working in operations with ACH, Check, Refunds and Returns Processing, Loan Rescissions, Chargebacks, Settlements,
? Exceptional problem/issue resolution skills
? Excellent verbal and written communication skills
? Excellent attention to details
? Strong analytical, prioritization, organizational, multi-tasking and time management skills.
? Team player with the ability to work productively within a group and maintain a high degree of independence

Desirable Skills
? Excellent written and verbal communication
? Goal Setting and Planning
? Advanced Excel/Google knowledge (Macro/VBA creation)
? Proficient in SQL (Snowflake knowledge is a plus)

Reports to: Senior Manager, Customer Solutions

Job Level: Manager

The minimum salary for this role is $85,600. The total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level.

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.

Total Rewards 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

OppFi is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, or federal law or regulations. 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 recruiting@oppfi.com.

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.oppfi.com/careers/

EEO Statement

OppFi is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, federal law, or regulations. 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.

As part of OppFi?s commitment to providing equal opportunity to qualified individuals, OppFi will ensure that persons with disabilities are provided reasonable accommodation as defined by applicable laws and organizational policies. If reasonable accommodation is needed to participate in the job application or interview processes or job requirements, please contact our People Team at recruiting@oppfi.com.

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.oppfi.com/careers/.

The information in this document is for general informational purposes only. It is not intended to be an all-inclusive list or description of the organization and its requirements for positions and employees. OppFi reserves the right to modify or change the information on this document at its discretion

Apply Job!