Position Summary:
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.
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.
About GOODLEAP:
We provide friendly financing options for those who dream of living a more sustainable lifestyle and want to save money using modern technology. Our collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and deliver a tech-enabled financing experience that is simple, fast, and frictionless.
We are creating a financial ecosystem that connects billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy-efficient homes. By unlocking access to numerous products that help people achieve better sustainability, we are revolutionizing the home improvement industry and protecting our only planet.
As part of our world-positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar-based solutions to power life’s basic needs for people in developing regions of the world.
If you have an unstoppable desire to make a meaningful impact on our planet, and help mission-driven businesses and consumers achieve a more sustainable future, join us.
Learn more about our perks and culture!
- Competitive pay
- Comprehensive benefits package
Essential Job Duties and 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 and Abilities:
- 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/hr 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. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. 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.
If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!
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Job Type: Full-time
Pay: $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you able to work fully in-office at our West Roseville location? Please answer 'Yes' or 'No'
- Are you willing to work one Saturday per month? Please answer 'Yes' or 'No'
- This position has a non negotiable rate of $22 per hour. Does that meet your expectation? Please answer 'Yes' or 'No'
- The start date for this position will be July 6th. Does that work for your schedule? Please answer 'Yes' or 'No'
Experience:
- Sales: 1 year (Preferred)
- Call center: 1 year (Preferred)
- Outbound calling: 1 year (Preferred)
Work Location: In person
