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:
This individual will monitor customer interactions to ensure quality customer service and adherence to policies and procedures for customer complaints. In this role, this individual will use speech analytics technology to evaluate and provide feedback for each monitored interaction. They will report to the Sr. Manager, Ops Risk.
What you get to do:
- Objectively evaluate customer-facing interactions with a focus on adherence to compliance guidelines, adherence to internal processes and scripting, adherence to the quality of customer service provided and the level of accuracy information gathered and communicated.
- Review and recommend quality assurance improvements.
- Identify common gaps/trends across the service center and provide recommendations on how to close gaps by working with quality management.
- Track the quality performance of the supported teams using a data-centric approach.
- Proactive and prompt communication with quality management of underperforming colleagues and teams to address coaching opportunities.
- Support and communicate the quality vision and expectations throughout the service center.
- Be able to provide attention to detail.
- Ability to communicate effectively, which will include, but is not limited to providing input on scoring practice and providing feedback in regards to disputes or rebuttals.
- Represent the quality department in a positive and consistent manner.
- Perform other duties as assigned.
What you will bring to the team:
- Commitment to excellent customer service
- Excellent verbal and written communication skills
- Excellent attention to detail
- Strong analytical, prioritization, organizational, and time management skills
- Strong multi-tasking skills
Reports to: Sr. Manager, Operational Quality
Job Level: Analyst
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. #LI-Remote
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 [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.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.
Similar Jobs at OppFi
What you need to know about the Seattle Tech Scene
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
