Customer Care Advisor

GoodLeap, LLC; Roseville (CA); On-site; USD 25,003 - 35,610; Full time

Job summary

GoodLeap, LLC is seeking a Customer Care Advisor in Roseville, CA. You will lead outbound calls to guide borrowers through loan terms, enroll them in autopay, and handle cross-sell opportunities. You will manage notes, escalation routing, and maintain high-quality documentation while supporting customers with fintech loan products.

The role emphasizes active engagement, product knowledge, and adherence to performance targets, with opportunities for growth within the loan and fintech ecosystem.

Qualifications

• Must be comfortable working from a script while still building rapport.
• Strong written case notes and clear documentation.
• Ability to navigate multiple software platforms during live calls.
• Open to coaching, metrics-driven, responsive to feedback.

Responsibilities

• Lead structured outbound call campaigns to guide borrowers through loan terms and enrollment.
• Enroll customers in autopay and explain interest savings and enrollment steps.
• Conduct cross-sell conversations for additional financial products and loan optimization opportunities.
• Handle escalations and route formal complaints through proper channels with accurate case notes.
• Act as product and systems expert, navigating loan portals and payment systems during calls.

Skills

Scripted calls

Written communication

Multi-system navigation

Coachability & feedback

Tools

Salesforce CRM

Job description

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

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. CCAs run structured outbound call campaigns, enroll customers in autopay programs, have consultative conversations about additional financial products, and handle customer concerns that require real judgement and documentation. CCAs 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 one per 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.

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