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Customer Care Advisor

Open 20d reposted 3×
About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

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.
Real Growth Path
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.

Essential Job Duties & 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 & Abilities:

Required:
  • 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/hour 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!

We are committed to protecting your privacy. To learn more about how we collect, use, and safeguard your personal information during the application process, please review our Employment Privacy Policy and Recruiting Policy on AI.

What this application asks

lever

Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website

  • Legal First Name
  • Legal Last Name
  • Home Phone optional
  • Mailing Address Line 1
  • Mailing Address Line 2 optional
  • City
  • State
  • Zip Code
  • Were you referred by a current employee of GoodLeap LLC? choose one
  • If yes, please list employee name: optional
  • Have you previously worked for GoodLeap LLC? choose one
  • If yes, please list position: optional
  • Are you subject to any type of agreement with a current or former employer or entity that would restrict your ability to work at GoodLeap LLC (e.g., non-compete, confidentiality, non-disclosure)? choose one
  • University choose one · optional
  • Degree optional
  • No. of Years Attended optional
  • Graduated? choose one · optional
  • Company 1
  • Title
  • Years Worked
  • Company 2
  • Title
  • Years Worked
  • Are you legally eligible to work in the U.S.? choose one
  • Will you now, or in the future, require visa sponsorship for employment at GoodLeap? choose one
  • In connection with GoodLeap consideration of me for employment, continued employment, promotion, or reassignment, I understand that GoodLeap may obtain a consumer report and/or an investigative consumer report. GoodLeap may also conduct its own investigative inquiries into my background that may include obtaining such things as criminal, driving, personal reference(s), and job reference(s) pertaining to me. These inquiries will be conducted to provide GoodLeap with information regarding my character, general reputation, personal characteristics, mode of living, work records, salary history, characteristics, skills and abilities, education and training, employment experience, past job performance, reasons for termination of previous employment and other pertinent information. (Please initial.)
  • I understand that for this purpose GoodLeap or persons acting on its behalf will be requesting information from various federal, state, and local governmental agencies, previous employers and their employees, personal acquaintances of mine, and other appropriate resources of information that maintain records or possess knowledge about my education, employment, criminal, driving and other relevant activities, experiences and records, including, but not limited to, my character, general reputation, personal characteristics, and mode of living. I authorize, without reservation, any person or entity contacted by GoodLeap or anyone acting on its behalf, to furnish the above‐stated information, and I release any such person or entity from any and all liability for furnishing such information. I also release GoodLeap from any and all liability for conducting such an investigation. I authorize GoodLeap to disclose my Social Security Number in order to obtain necessary information. I understand that if I refuse to execute this authorization, GoodLeap may refuse to grant employment based on this refusal. A copy of this executed authorization shall be valid as the original. (Please initial.)
  • I understand that this employment application and any other documents, including policies, handbooks, guidelines, practices, benefits or manuals, are not intended to create any contractual obligation which in any way conflicts with GoodLeap’s policy that the employment relationship between GoodLeap and each employee is at‐will and can be terminated, with or without cause, and with or without notice at any time, at the option of either GoodLeap or the employee. I further understand that any oral or written statements to the contrary are expressly disavowed and should not and cannot be relied upon. (Please initial.)
  • I understand that as a condition of employment with GoodLeap successful applicants must provide, within three days after beginning employment, documentation to prove identity and proper authorization to work in the United States. Specific instructions will be given prior to the first day of employment regarding the documents required. GoodLeap participates in E-Verify at all hiring sites throughout the United States. Individuals hired at hiring sites enrolled in E-Verify will have their Form I-9 information submitted to E-Verify. (Please initial.)
  • I hereby acknowledge that I have read the above statements and understand them. I certify that I, the undersigned applicant, have personally completed this application. I declare under penalty of perjury that the facts contained in the application (or any resume or other documents submitted) are true and complete to the best of my knowledge. I understand that any misrepresentations or omissions will disqualify me from further consideration for employment, and will be justification for my dismissal from employment, if discovered at a later date. (Please initial.)
  • Please enter your full legal name below as signature:
  • Name optional
  • Work Relationship optional
  • Occupation optional
  • No. of Years Acquainted optional
  • Phone optional

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