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 on every eligible call — explaining the interest rate savings, walking through the enrollment process, and handling objections with a proven rebuttal framework
• Conduct consultative cross-sell conversations, including introductions to home equity and mortgage products, solar power purchase programs, and loan optimization opportunities
• Work rotating campaign assignments based on business need — from payment reminders and promotional period alerts to tax credit follow-ups and loan feature reviews
• Manage a cloud-based phone system to handle queue status, campaign toggling, and call wrap-up efficiently
Handle Customer Concerns with Care and Precision:
• Identify when a customer's issue warrants a formal escalation — such as installer non-communication, incomplete project work, system performance problems, billing disputes, or potential fraud — and distinguish those from issues that can be resolved on the call
• Ask targeted questions to get to the root of a customer's concern before escalating, and redirect to the appropriate resource when escalation isn't necessary
• Write clear, accurate case notes in a required format that gives the customer'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 process before submitting; manage open cases appropriately and follow up when needed
• Recognize and flag situations involving out-of-business contractors, suspected fraud, elder financial exploitation, or language barriers for specialized handling
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-only phases, re-amortization features, and standard installment products
• Navigate CRM software, a loan origination portal, and our customer payment portal simultaneously during live calls to verify account details, update information, and complete transactions
• Process autopay enrollments on behalf of customers — collecting bank account information securely over the phone and reading required disclosures
• Complete call wrap-up documentation accurately across a range of outcome types: completed calls, voicemails, refusals, scheduled callbacks, completed transfers, and more
• Execute warm transfers to licensed mortgage specialists, solar energy consultants, and specialized support teams per established handoff protocols
Own Performance Numbers:
• Maintain a quality assurance score of 90% or above — calls are evaluated on script 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 and immediately after each call to maximize productive time on the phone
• Adhere to your schedule and maintain accurate availability status throughout the 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