Client Interaction Auditor

Company Overview

One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion - because our success hinges on our people.

Why Join Us?

At OPF, we foster a dynamic and inclusive company culture that emphasizes collaboration, innovation, and personal growth. Our team is composed of passionate, driven individuals who are committed to making a difference. Here’s what you can expect when you join our team:

• Innovative Environment: Work with cutting-edge technology and be part of a team that is constantly pushing the boundaries of fintech.
• Professional Growth: We invest in our employees’ growth with continuous learning opportunities, training programs, and career advancement paths.
• Supportive Culture: Enjoy a supportive and inclusive work environment where your ideas are valued, and your contributions make a real impact.
• Community Focus: Be part of a company that understands the importance of small and mid-sized businesses to their communities and the nation’s financial health.
• High-Performing Team: Join a team of badasses who are committed to excellence and are integral to our company's expansion and success.

About the Role

We are seeking a detail-oriented and analytical individual to join our QA Compliance team as a Client Interaction Auditor. In this role, you will audit every touchpoint in the merchant journey and leverage AI-powered monitoring tools to help ensure our revenue-based financing operations adhere to applicable federal and state laws, regulations, and internal policies.

You will create, use, and manage AI agents and tools designed to monitor and review customer-facing communications across phone calls, text messages, and emails. Your keen eye for detail and ability to spot patterns and errors will be essential in identifying compliance risks, quality inconsistencies, and areas for improvement. This role combines hands-on auditing with emerging AI technology to create a scalable, consistent quality and compliance function.

Job Purpose

Monitor, audit, document, and analyze the quality and compliance of merchant interactions across all touchpoints in the customer lifecycle. Manage and optimize AI-powered monitoring tools and agents to identify compliance violations, quality inconsistencies, and operational risks. Investigate negative customer reviews and merchant complaints with thorough documentation and recommendations. Ensure internal standards and regulatory compliance guidelines are being met across the organization while maintaining meticulous attention to detail and trend identification.

Responsibilities

This position requires comprehensive oversight of both AI-powered auditing systems and direct merchant interaction reviews. You will conduct audits across the full merchant lifecycle, from application through offboarding, while learning to create and optimize AI agents that scale our quality control capabilities.

Your ability to spot errors, inconsistencies, and quality issues will be critical, as you will serve as both a hands-on auditor and a manager of automated compliance monitoring. You will investigate negative reviews and complaints, contact merchants when necessary, and prepare detailed findings for leadership. Regular reporting on trends, quality metrics, and compliance risks will help drive continuous improvement across the organization.

• Create, configure, and manage AI-powered compliance and quality monitoring agents to analyze merchant interactions across phone, text, and email channels
• Learn and master AI tools, platforms, and prompt techniques to optimize evaluation agent performance and fine-tune detection of compliance risks and quality issues
• Review and validate AI-flagged communications for potential regulatory violations, agent behavior concerns, policy breaches, and quality inconsistencies
• Conduct comprehensive audits of merchant touchpoints across the full lifecycle: application, underwriting, funding, servicing, renewal, collections, and offboarding
• Audit interactions spanning phone, email, text, and other communication channels for adherence to quality standards, compliance requirements, and company policies
• Identify and document friction points, inconsistencies, and breakdowns in the merchant experience, tracing root causes and capturing specific examples
• Score interactions against established compliance and internal quality standards using established scorecards and evaluation criteria
• Monitor adherence to applicable laws including but not limited to the FTC Act, UDAP, TCPA, CAN-SPAM, FDCPA, and applicable state lending and finance laws
• Ensure communications meet disclosure requirements and internal policy standards
• Escalate findings related to non-compliant behavior, quality lapses, or potential violations to the QA Compliance lead as appropriate
• Investigate negative customer reviews and merchant complaints by reviewing end-to-end interaction history and documentation
• Contact merchants when appropriate to understand their concerns, attempt to resolve issues where possible, and gather additional context
• Prepare detailed written reports on findings, including root cause analysis and contributing factors
• Present findings to leadership and cross-functional teams to drive continuous improvement and prevent recurring issues
• Maintain accurate, detailed records of audits, findings, observations, and outcomes
• Generate regular QA and compliance reporting, including trend analysis and recurring issue summaries
• Participate in calibration sessions with Operations, Compliance, QA, and Training to ensure consistent application of standards
• Stay current on company standards, policies, procedures, quality guidelines, and relevant AI tools and prompting practices
• Support quality and compliance-related requests and contribute to continuous improvement projects as assigned
• All other tasks assigned by management

Requirements

This is an entry-level position, and no prior experience is required. We will train the right candidate who demonstrates strong attention to detail, analytical thinking, and a willingness to learn. The ideal candidate has basic computer proficiency, strong written and verbal communication skills, and a drive to stay current on company standards, policies, procedures, and emerging AI technologies. We value self-starters who thrive in a fast-paced environment, maintain a positive teamwork attitude, and consistently catch subtle quality issues and compliance risks.

Benefits

• Competitive salary
• Performance-based incentives (if applicable)
• Health insurance
• Growth and development opportunities
• Dynamic and collaborative work environment
• Company events and team-building activities