Role Description

The Origination Support Lead is a key role within the Operations department, tasked with supporting Operations teams through critical functions. This position involves:

• Managing phone escalations
• Executing specialized high-risk tasks
• Providing tier 2 agent support
• Contributing to risk mitigation efforts
• Sharing valuable insights with supported teams to enhance the overall customer experience
• Serving as an escalation point for agents, team leads, and internal departments
• Providing high-quality customer service and one-call resolution whenever possible

What you get to do:

• Manage and resolve a wide range of loan functions, including reversals, customer escalations, reassignments, and processing as defined in SOPs
• Handle "Level 2" operational tasks that require higher authority or specialized knowledge
• Identify bottlenecks in the workflow and collaborate with the Back Office or Compliance teams to streamline operations
• Deliver accurate, professional, and timely responses to employee inquiries and requests via Slack
• Investigate and respond to reported issues, and escalate complex technical problems to the appropriate teams
• Act as a liaison between customer-facing employees, customers, and across multiple departments
• Identify and report improvement areas by spotting trends in employee, customer, and technology-related issues
• Maintain up-to-date knowledge of processes across roles, demonstrating high adaptability to team and process changes
• Adhere to established policies and procedures related to originations, servicing, regulatory compliance, and quality

Qualifications

• Minimum of 2 years of experience and demonstrated execution in origination processes, or a comparable background in managing complex, high-risk tasks requiring exceptional attention to detail, speed, and accuracy
• Excellent verbal and written communication skills
• Proven ability to support and serve as a resource for peers across departments
• Must remain composed under pressure and demonstrate adaptability to diverse communication styles, especially when communicating through written channels
• Knowledge of regulatory issues surrounding consumer lending products and guidelines
• Demonstrated reliability, trustworthiness, and a commitment to collaborative teamwork
• Commitment to self-development and the development of others

Benefits

• Flexible, remote environment
• 401(k) matching program
• Generous paid time off
• Medical, dental, and vision coverage
• Tuition reimbursement
• DoorDash DashPass
• Figo pet insurance
• Rocket Lawyer
• Access to LinkedIn Learning
• Fringe, a lifestyle benefits platform that allows employees to decide how to spend rewards from dozens of vendors like Uber, DoorDash, and UrbanSitter

Compensation Range

$39,245 — $64,755 USD

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.

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.