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: 

• Assist the Manager of Compliance - Complaints in implementing our Complaint Handling Program related to Credit Cards
• Primary responsibility is to Investigate and monitor all complaint changes within credit cards and identify potential areas of compliance vulnerability; develop and implement action plans for resolution of problematic issues and provide general guidance on how to avoid or deal with similar situations in the future.
• Analyze, review and investigate other complaints to ensure all processes from start to finish are being accurately handled for customer satisfaction according to OppFi requirements to minimize risks. 
• Occasionally contact customers if needed for further information and/or listen to calls for further clarification during investigations. 
• Aid in quality review analysis and risk assessments to report findings specifically related to the Truth in Lending Act, Fair Credit Billing Act, Fair Credit Reporting Act, Fair Debt Collections Act and the Credit Card Accountability, Responsibility and Disclosure Act
• Assist and develop how credit card complaints are collected, responded to and create mechanisms for reporting on a weekly and monthly cadence.
• Aid in, create and implement written acknowledgements, template responses to complaints, provide recommendations, update, and create complaint definitions, and Tier levels related to the efficiency of handling credit card complaints.
• Investigate credit card complaints and collect requested data, communicate, and respond to internal partners, regulators and/or consumers as
• Act as a self-starter while working closely with a highly collaborative compliance team and other stakeholders in various phases of the credit card complaint process.
• Demonstrate ability to exercise judgment in assessing the material significance and relevance of consumer issues and ensure timely
• Assist in developing reports and KRI/KPIs, which are concise, timely and provide value to business and management to continuously improve the complaint handling
• Perform other related responsibilities and activities as assigned.

What you will bring to the team:

• Bachelor’s degree
• Experience with complaint management at financial service credit card firms
• SQL and JIRA knowledge is a plus
• Proficiency in root cause analysis
• 3 years’ experience reviewing sensitive information (customer documents, banking information), ability to navigate and review accounts, notate findings, and track
• Willingness to learn federal regulations under which OppFi operates; primarily the Fair Credit Reporting Act (FCRA), as well as the Unfair, Deceptive, or Abusive Acts or Practices Act (UDAAP), Equal Credit Opportunity Act (ECOA), Truth in Lending Act (TILA), Fair Lending, Servicemembers Civil Relief Act (SCRA), as well as others as
• Proficiency in G-Suite and Microsoft
• Excellent verbal, writing, research and follow-up
• Excellent time management and the ability to multitask as well as assess and change

Reports to: Manager of Compliance

Job Level: Associate

The minimum salary for this role is $71,000. 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/