Customer Support Advocate - Remote Eligible

Customer Support Advocate

OppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. Through a transparent and responsible platform, which includes financial inclusion and excellent customer experience, the company supports 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 2025 Crain's Fast 50™ company and were named on Built In's 2025 Best Places to Work in Chicago.

About The Job

As a Customer Support Advocate, on behalf of OppFi, you will act as the primary advocate for our customers. Whether you are new to the financial technology industry or have financial experience, our team will help you develop skills for growth while you provide great customer experiences in our high-volume call center. This role works with each customer to deliver a tailored service experience to meet their financial needs while providing high-quality customer service assistance to our active and delinquent customers on their journey with OppFi. In this role, you will:

• Assist customers with general inquiries about current loan statuses and payment arrangements such as account maintenance, payment cancellations, enrollment into assistance programs, and balance details
• Protect the business and our consumers from identity theft and/or fraud by adhering to established policies and procedures related to originations, servicing, regulatory compliance, and quality in accordance with company, state, and federal lending guidelines
• Quickly identify and solve problems at the moment while providing troubleshooting support and navigating multiple platforms via internet browser and other software
• Adapt to changing priorities and procedures while maintaining high-quality service standards
• Meet effective, efficient, and accurate goals while contributing to the overall success of the team, department, and OppFi
• Adhere to established policies and procedures to protect the business and customers related to originations, servicing, regulatory compliance, and quality
• Apply system data and product knowledge to educate customers about best practices when establishing financial responsibility
• Perform other related duties as assigned

What You Will Bring To The Team

• 3+ years of customer service experience with 2+ years of experience in a high-volume contact center environment
• Collections or sales oriented contact center experience is a plus
• Demonstrated proficiency in standard business computer operations, internet applications, web browsers, G-suite, and various Windows-based software applications
• Ability to attend 5 weeks of training (Monday - Friday, 9am - 5pm CST), and then a full-time schedule of four weekdays plus Saturdays on a rotating basis
• A passion for helping people with a positive and professional attitude
• Strong communication skills with the ability to clearly explain complex information in a customer-friendly manner
• Demonstrate reliability by self-regulating to maintain regular and dependable attendance
• Commitment to excellent customer service for both external and internal customers by demonstrating the ability to communicate clearly and effectively
• Ability to work independently in a distraction-free remote environment with reliable internet access
• Exceptional time management skills with a willingness to learn and adapt to change
• A team player who shares ideas and information to help the team meet objectives and thrive in a fast-paced environment

Reports to: Customer Support Supervisor

Job Level: Entry

Pay Rate: $20/hour

Total Rewards and Benefits: At OppFi, we are committed to fostering a fair and equitable workplace. The compensation range for this role reflects our good faith compensation estimate for this position. Final offers are determined based on a myriad of factors including, but not limited to experience, skills, qualifications, and other relevant business considerations. Candidates are encouraged to discuss compensation expectations during the hiring process. In addition to base pay, the total compensation package includes eligibility and potential for performance-based bonuses and equity grants dependent upon the role and job level.

OppFi offers a flexible, remote environment, 401(k) matching program, and generous paid time off. Other benefits include medical, dental, and vision coverage, and tuition reimbursement. Additional benefits include DoorDash DashPass, Figo pet insurance, Rocket Lawyer, and access to LinkedIn Learning. OppFi also offers Fringe, a lifestyle benefits platform that allows employees to decide how to spend rewards from dozens of vendors like Uber, DoorDash, and UrbanSitter.

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.