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CAPE Associate

Company: Koalafi
Location: Richmond
Posted on: January 16, 2022

Job Description:

About The Company

We're one of the fastest growing consumer finance companies in America. Why? We're making it simpler, faster, and more transparent to purchase the things you need to make your life go.

By combining smarter technology with a relentless focus on customer experience, we're transforming the financing experience for essential life purchases in retail stores nationwide.

About The Opportunity

To support its rapid growth and ensure regulatory compliance, Koalafi relies on flawless execution by its Associates across a wide variety of processes. Proper execution is verified through call listening, systemic detective controls, and manual detective controls. An effective monitoring program using a variety of controls is critical to ensuring that Koalafi continues to grow in a safe, well-managed fashion.

The Call and Process Execution (CAPE) Team is looking for a new Call and Process Execution Associate. Through monitoring and process oversight, the CAPE team supports Operations as a 1st line of defense to ensure excellence in regulatory compliance and business intent. The primary job of this Associate is to perform monitoring of key Operations and technical processes to identify potential defects either in the process or the system. This Associate will be responsible for owning several of these monitors which could include those related to payments, credit bureau, adverse action, to name a few as examples. The Associate will also assist in developing and executing brand new monitors. In addition, this associate will also support some call monitoring of our Operations and Sales groups. The Associate will monitor and evaluate recorded and/or live calls and chats between call center employees and customers, as well as call center employees and dealers. The Associate will score the calls and chats based on the scorecard and then provide feedback to management to help meet their goals. This will help identify any training needs to consistently meet goals for the department. The Associate will also send the daily reports to management and attend calibration meetings as needed.

About You

  • Excellent listening and analytical skills
  • Must have strong knowledge of customer care processes
  • Knowledge of computers & Internet, proficiency with the Microsoft Office Suite (Excel/Word/Power Point)
  • Excellent customer service, interpersonal and problem-solving skills
  • Some general knowledge of regulatory compliance
  • The ability to analyze and interpret documents and scripts
  • Ability to multi-task and work in a fast-paced environment
  • Ability to prioritize daily tasks with limited supervision and score acceptably
  • Ability to work flexible schedules and be able to work under pressure and deadlines

    Other Experience We're Looking For (Not Required)
    • Bilingual - Spanish (fluent) - strongly preferred
    • Some risk management experience in the financial sector
    • Some monitoring or auditing experience
    • Some data analysis skills such as SQL or Tableau

      Things we value:
      • Curiosity. Why? How?
      • Nerdiness. Financial news and trends are fascinating. Seriously.
      • Relentlessness. No one here gives up. We try. We fail. We try again.
      • Passion. If you don't get excited about point of sale financing, retail, and consumer empowerment, it simply won't work.
      • Smarts: Book and street. We have to use all of the tools at our disposal to build Koalafi.
      • Empathy and Compassion.You understand that people's access to life essential goods and services are in your hands.
      • Communication. Can you ask for help or put your hand up when you don't understand?
      • Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you can't wait to leave the conversation and build it.

Keywords: Koalafi, Richmond , CAPE Associate, Other , Richmond, Virginia

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