{"id":1246604,"url":"https://alion.io/job/goodleap-customer-care-advisor-2","title":"Customer Care Advisor","company":{"id":6926,"name":"GoodLeap","domain":"goodleap.com","url":"https://alion.io/company/goodleap","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":8,"ghost_share":0,"stale_share":0.625,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Roseville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1000},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-24T15:24:22Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-13T10:32:31Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"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.\nThis 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.\nReal Growth Path\nCustomer 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.\nEssential Job Duties & Responsibilities:\nLead Structured Outbound Call Campaigns:\nCall 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\nPitch 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\nConduct consultative cross-sell conversations, including introductions to home equity and mortgage products, solar power purchase programs, and loan optimization opportunities\nWork rotating campaign assignments based on business need - from payment reminders and promotional period alerts to tax credit follow-ups and loan feature reviews\nManage a cloud-based phone system to handle queue status, campaign toggling, and call wrap-up efficiently\nHandle Customer Concerns with Care and Precision:\nIdentify 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\nAsk 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\nWrite 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 \nRoute formal complaints through the correct internal approval process before submitting; manage open cases appropriately and follow up when needed\nRecognize and flag situations involving out-of-business contractors, suspected fraud, elder financial exploitation, or language barriers for specialized handling\nBe a Product and Systems Expert:\nLearn 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\nNavigate CRM software, a loan origination portal, and our customer payment portal simultaneously during live calls to verify account details, update information, and complete transactions\nProcess autopay enrollments on behalf of customers - collecting bank account information securely over the phone and reading required disclosures\nComplete call wrap-up documentation accurately across a range of outcome types: completed calls, voicemails, refusals, scheduled callbacks, completed transfers, and more\nExecute warm transfers to licensed mortgage specialists, solar energy consultants, and specialized support teams per established handoff protocols\nOwn Performance Numbers:\nMaintain a quality assurance score of 90% or above - calls are evaluated on script adherence, accuracy, professionalism, and documentation quality\nHit campaign-specific targets for autopay enrollment, cross-sell conversion, and case resolution rates\nKeep call documentation time tight - complete notes during and immediately after each call to maximize productive time on the phone\nAdhere to your schedule and maintain accurate availability status throughout the shift\nRequired Skills, Knowledge & Abilities:\nRequired:\nComfortable working from a script while still sounding natural and building rapport\nStrong written communication - your case notes tell the story of every call\nAble to navigate multiple software platforms simultaneously while on a live call\nCoachable, metrics-aware, and able to receive direct feedback constructively\nPreferred:\nExperience with Salesforce or similar CRM\nBackground in financial services, lending, solar, or home improvement\nBilingual English/Spanish\nExperience in outbound sales or subscription/autopay enrollment\nFamiliarity with loan concepts: interest rates, promotional periods, and amortization\nExperience handling escalations, dispute resolution, or identifying fraud indicators\n1+ year in a high-volume call center, phone sales, or phone-based customer service role","description_format":"text","description_chars":5319,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-09-25T17:47:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 27 · green card filings: 2","filings_12m":27,"filings_prev_12m":13,"green_card_filings_12m":2,"median_offered_wage_usd":160431,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.816,"p_room":0.9,"age_days":18,"expected_fill_days":36,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/goodleap-customer-care-advisor-2","json_url":"https://alion.io/job/goodleap-customer-care-advisor-2.json","meta":{"generated_at":"2026-10-13T13:19:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20546,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6926},"rest":"https://alion.io/mcp/rest/get_company?id=6926"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgoodleap-customer-care-advisor-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgoodleap-customer-care-advisor-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgoodleap-customer-care-advisor-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/goodleap-customer-care-advisor-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoodleap-customer-care-advisor-2"}]}