Customer Care Advisor

Customer Care Advisors make the first call to a borrower after their home solutions project is complete, and act as the trusted guides who help the borrowers understand and successfully manage their GoodLeap loan.

This is not a passive customer service role. CCA's run structured outbound call campaigns, enroll customer in autopay programs, have consultative conversations about additional financial products, and handle customer concerns that require real judgement and documentation. CCA's work across multiple platforms simultaneously - managing live calls, updating records in real time, and consistently hitting measurable performance targets.

Real Growth Path

Customer Care Advisors who master the product knowledge and hit their numbers in this role have a clear path into team lead, escalation specialist, and financial product specialist tracks. High performers also have the opportunity to pursue their NMLS license and grow into a Licensed Loan Officer role -a career track that GoodLeap actively supports and invests in. GoodLeap promotes from within and the structured training you receive from day one is designed with that growth in mind.

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