Business Operations Associate

Koalafi•Richmond, VA

3d•Onsite

About The Position

At Koalafi, we believe in a world where no one has to put an important purchase on hold. That’s why we’re making it easier for more people to pay for big purchases over time. Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M+ customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers. Interested in learning more about how we’re transforming the financing experience and joining our team? What You'll Do We are in search of a Business Operations Associate to assist in providing exceptional customer service to our rapidly growing customer base. This associate will have the unique opportunity to grow alongside the company and help shape the future direction. This associate will be responsible for providing exceptional operations support and customer service by fielding inbound requests through non-phone channels including email, direct mail, faxes, and internal tickets. This associate will handle back-office responsibilities including posting payments, handling credit check and payment disputes, and independently following highly-regulated processes. In this role, you will:

Requirements

2+ years of relevant experience in financial services, billing, or fraud investigations
Comfortable performing routine or repetitive tasks, with a strong commitment to quality, accuracy, and consistency
Excellent problem solving, math, computer, and keyboarding skills, including proficiency in Microsoft Suite
Excellent verbal and written communication skills
Attention to detail and excellent organizational skills
Strong interpersonal and active listening skills
Ability to work independently and efficiently, both in-person and on work from home days
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time.

Nice To Haves

Bilingual (English/Spanish) preferred; additional languages a plus
Bachelor’s degree or equivalent experience

Responsibilities

Provide superior customer and operational support, through email, direct mail, faxes, and internal tickets
Resolve inbound requests and issues independently and escalate as needed
Handle disputes, chargebacks, and other account-level issues
Post payments received through direct mail with exceptional accuracy and efficiency
Conduct QA of customer service phone calls as needed
Adhere to regulatory and compliance timelines
Follow established processes with precision, while remaining proactive in identifying opportunities for improvement
Be flexible to perform a number of different tasks as needed