Customer Care Advisor

Essential Job Duties & Responsibilities: Lead Structured Outbound Call Campaigns: Call customers shortly after their home improvement project is completed to walk them through their loan terms, confirm the work was finished to their satisfaction, and answer any questions Pitch and enroll customers in automatic payment (autopay) programs onevery eligible call — explaining the interest rate savings, walking through theenrollment process, and handling objections with a proven rebuttalframework Conduct consultative cross-sell conversations, including introductions tohome equity and mortgage products, solar power purchase programs, andloan optimization opportunities Work rotating campaign assignments based on business need — frompayment reminders and promotional period alerts to tax credit follow-upsand loan feature reviews Manage a cloud-based phone system to handle queue status, campaigntoggling, and call wrap-up efficiently Handle Customer Concerns with Care and Precision: Identify when a customer's issue warrants a formal escalation — such asinstaller non-communication, incomplete project work, system performanceproblems, billing disputes, or potential fraud — and distinguish those fromissues that can be resolved on the call Ask targeted questions to get to the root of a customer's concern beforeescalating, and redirect to the appropriate resource when escalation isn'tnecessary Write clear, accurate case notes in a required format that gives thecustomer's issue, their specific concerns, and the desired outcome — so the next person who touches the case has everything they need Route formal complaints through the correct internal approval processbefore submitting; manage open cases appropriately and follow up whenneeded Recognize and flag situations involving out-of-business contractors, suspectedfraud, elder financial exploitation, or language barriers for specializedhandling Be a Product and Systems Expert: Learn and accurately explain the full range of GoodLeap loan structures —including loans with promotional periods, interest-only phases, principal-onlyphases, re-amortization features, and standard installment products Navigate CRM software, a loan origination portal, and our customer paymentportal simultaneously during live calls to verify account details, updateinformation, and complete transactions Process autopay enrollments on behalf of customers — collecting bankaccount information securely over the phone and reading requireddisclosures Complete call wrap-up documentation accurately across a range of outcometypes: completed calls, voicemails, refusals, scheduled callbacks, completedtransfers, and more Execute warm transfers to licensed mortgage specialists, solar energyconsultants, and specialized support teams per established handoff protocols Own Performance Numbers: Maintain a quality assurance score of 90% or above — calls are evaluated onscript adherence, accuracy, professionalism, and documentation quality Hit campaign-specific targets for autopay enrollment, cross-sell conversion, and case resolution rates Keep call documentation time tight — complete notes during andimmediately after each call to maximize productive time on the phone Adhere to your schedule and maintain accurate availability status throughoutthe shift Required Skills, Knowledge & Abilities:

Required: Comfortable working from a script while still sounding natural and building rapport Strong written communication — your case notes tell the story of every call Able to navigate multiple software platforms simultaneously while on a live call Coachable, metrics‐aware, and able to receive direct feedback constructively Preferred: Experience with Salesforce or similar CRM Background in financial services, lending, solar, or home improvement Bilingual English/Spanish Experience in outbound sales or subscription/autopay enrollment Familiarity with loan concepts: interest rates, promotional periods, and amortization Experience handling escalations, dispute resolution, or identifying fraud indicators 1+ year in a high-volume call center, phone sales, or phone-based customer service role Compensation: $22/hour plus potential bonus opportunities Additional Information Regarding Job Duties and Job Descriptions: Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law. We are committed to protecting your privacy. To learn more about how we collect, use, and safeguard your personal information during the application process, please review our Employment Privacy Policy and Recruiting Policy on AI.