Associate, Customer Solutions

As part of a dynamic and growing Customer Solutions team, reporting to the Senior Manager, Customer Solutions, you will maintain department reporting, procedures, and business collateral for access by Advocates, compliance, auditors, customers, and partners. You will think strategically about business, product, and technical challenges, with the ability to work cross-functionally.

• Review, revise, and draft standard operating procedures (SOPs) to ensure all Customer Solutions processes are documented, accurate, and easily accessible.
• Partner closely with Legal and Compliance teams to ensure all procedures adhere to the latest industry regulations and internal standards.
• Collaborate with Subject Matter Experts (SMEs) and Ops Risk teams to resolve risk events through thoughtful process enhancements and remediation strategies.

• Work alongside Customer Solutions Analysts to identify operational pain points; propose and implement creative solutions to reduce friction for both our team and our customers.
• Think critically about business and technical challenges, working cross-functionally to support product and system updates.
• Lead departmental projects aligned with overall operational goals to ensure best-in-class servicing standards.

• Partner with BI and Operations Analytics to refine reporting structures and provide data-backed recommendations that drive key performance metrics.
• Provide "backup" expertise for specialized Customer Solutions tasks on an ad-hoc basis, including Hardships, SCRA, Refunds, Bankruptcy, and Check Processing.

• →High school diploma required, bachelor's degree preferred. 
• →2 years of professional experience working in a support or operations environment
• →A minimum of six months in financial services, with a foundational understanding of consumer lending products (e.g., installment loans, credit cards).
• →Strong command of Microsoft Office (particularly Excel and Access) and Google Suite (Sheets, Slides) to manage complex data and documentation.
• →Experience leading small projects or contributing to larger projects as part of a team.
• →Proven ability to execute against clearly defined projects while applying independent judgment to solve unexpected challenges.
• →Experience providing tactical support across multiple department initiatives simultaneously without losing sight of deadlines.
• →A "quick study" mindset with the ability to rapidly master complex financial topics and regulatory requirements.

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.