OppFi
Senior Associate, Issue Resolution
Job Summary
The Senior Associate role focuses on supporting customer issue remediation by investigating root causes, analyzing data, and executing corrective actions. The position involves collaborating with various teams to ensure effective resolution, developing processes for issue management, and creating reports and dashboards to monitor progress. Candidates should have experience in issue remediation, strong analytical skills, and familiarity with tools like Excel, SQL, and BI platforms. The role emphasizes operational excellence and enhancing the customer experience within a regulated financial services environment.
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 detail-oriented and analytical Senior Associate to support customer issue remediation efforts. In this role, you will help identify, investigate, and resolve customer-impacting issues, leveraging data and cross-functional collaboration to ensure timely and accurate remediation. You’ll play a key role in driving operational excellence and enhancing the overall customer experience by mitigating risks and supporting process improvements.
Key Responsibilities:
- Issue Investigation & Root Cause Analysis
- Research and analyze issues to determine root causes, scope of impact, and required corrective actions.
- Document findings clearly and support remediation planning with data-driven insights.
- Support Remediation Execution
- Assist with the execution of remediation plans by performing account reconciliations, coordinating with internal teams, and tracking resolution activities.
- Ensure accurate documentation and timely follow-through on all action items.
- Process Development & Monitoring
- Help create and refine processes for issue resolution to ensure consistency, scalability, and compliance.
- Develop monitoring plans that validate whether implemented solutions are working as designed; ensure these plans can be effectively transitioned to business owners for ongoing management and oversight.
- Data Analysis & Reporting
- Prepare reports, summaries, and dashboards to track remediation progress and highlight trends.
- Use tools like Excel, SQL, or BI platforms (e.g., Tableau, Power BI) to extract and analyze data.
- Cross-Functional Collaboration
- Work closely with teams across Risk, Compliance, Operations, Product, and Technology to resolve issues and support customer-first solutions.
- Communicate effectively across teams to ensure alignment on issue details and resolution plans.
- Continuous Improvement
- Identify process inefficiencies or recurring issues and propose improvements to prevent future occurrences.
- Support initiatives to strengthen internal controls and enhance customer experience.
What you will bring to the team:
- Bachelor’s degree in a related field or Military experience preferred
- At least 2 years of experience in issue remediation, risk, operations, or customer support
- Excellent attention to detail, organizational skills, and ability to manage multiple tasks
- Strong written and verbal communication skills
- Experience in a regulated industry (e.g., financial services, fintech)
- Passion for solving problems and improving processes
- Ability to work independently and as part of a collaborative team
- Familiarity with regulatory frameworks or customer protection standards is a plus
- Strong analytical skills with experience using tools like Excel, SQL, Tableau, Snowflake, or similar to create reports and analyze results
Reports to: Manager, Issue Resolution
Job Level: Senior Associate
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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