OppFi
Manager, Issue Resolution
Job Summary
This role involves leading large-scale issue resolution initiatives within a financial services environment, with a focus on risk assessment, customer impact, and process improvement. The candidate will manage cross-functional teams to ensure timely resolution of customer issues, leveraging data analytics for decision-making and reporting. Strong leadership, stakeholder management, and experience in risk management and compliance are essential. The position offers a collaborative and flexible work environment with a comprehensive benefits package.
Required Skills
Benefits
Job Description
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 in Chicago.
What you get to do:
We are seeking a highly motivated and analytical professional to lead large-scale issue resolution initiatives with excellent organizational, project management, and communication skills. This role is responsible for prioritizing customer-impacting issues based on risk, coordinating cross-functional teams for timely resolution, and leveraging data analytics to drive decisions and track outcomes. The ideal candidate brings a strong mix of operational insight, risk management acumen, and customer-first thinking. This individual must display strong leadership skills and be able to drive and motivate a team in delivering results.
Key Responsibilities:
- Team Leadership & Issue Resolution
- Lead a team to drive end-to-end resolution of customer issues with a focus on quality, timeliness, and customer impact.
- Coach and develop team members, fostering a culture of accountability, continuous improvement, and collaboration.
- Issue Prioritization & Risk Assessment
- Triage and prioritize customer issues based on severity, risk exposure, regulatory impact, and customer experience.
- Partner with Legal, Compliance, Risk, and Customer teams to mitigate risk.
- Remediation Planning & Execution
- Lead cross-functional efforts to design and implement customer remediation strategies.
- Coordinate the execution of corrective actions, ensuring timely resolution and minimal customer disruption.
- Data Analytics & Reporting
- Develop dashboards, reports, and KPIs to monitor remediation progress, issue trends, and risk indicators.
- Use analytical skills to conduct risk process improvement, process design & process excellence.
- Provide actionable insights and root cause analysis to support continuous improvement efforts.
- Stakeholder Collaboration
- Act as a liaison between Operations, Technology, Product, and Risk teams to ensure aligned priorities and solutions.
- Communicate remediation plans and outcomes to leadership and bank partner stakeholders as needed.
- Process Improvement
- Identify patterns and recurring issues to drive long-term process and product improvements.
- Propose and support implementation of controls to prevent future occurrences.
What you will bring to the team:
- Bachelor’s degree in a related field or Military experience preferred
- At least 5 years of experience in risk management, customer remediation, or similar fields within financial services
- At least 5 years of people management experience
- Strong analytical and problem-solving skills, with experience using tools like Excel, SQL, Tableau, Snowflake, or similar
- Proven ability to manage cross-functional projects and drive results in a fast-paced environment
- A passion for designing processes that scale, and digging into complex customer issues to create structure in ambiguous situations
- Excellent communication and stakeholder management skills
- Working knowledge of regulatory expectations and risk frameworks (e.g., OCC, CFPB, SOX) preferred
Reports to: Senior Director, Collections Strategy and Customer Solutions
Job Level: Manager
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.
OppFi
OppFi is a leading tech-based finance platform that broadens the reach of community banks to extend credit access for everyday Americans.
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