[Remote] Manager, Resolution Strategy at Goodleap

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, SoftwareIndustries

Requirements

Bachelor’s degree preferred, or equivalent experience in complaints, grievances, resolution management, or customer advocacy roles
2+ years of experience in high-complex complaint handling, grievance resolution, case management, or regulatory oversight
1+ years of leadership experience managing a team in a high-stakes, compliance driven environment
Demonstrated ability to communicate effectively, both verbal and written, at all levels of the organization
Effectively interact with high profile clients
Exceptionally organized, detail-oriented, and efficient
Highly proficient computer skills, including Excel, Microsoft Office, Word, Outlook, PowerPoint, and database management software
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
Excellent problem-solving abilities
Ability to work well under pressure and manage multiple priorities effectively
Flexibility to adapt to changing priorities and business needs

Responsibilities

Lead, coach, and develop the team of Senior Resolution Managers
Provide case oversight, guidance, and final review for sensitive or high-risk matters
Strategically partner with GoodLeap’s in-house attorneys and compliance on ways to minimize account level risk
Develop a comprehensive knowledge of GoodLeap policies and procedures
Identify systemic issues and recurring trends that create barriers to customer satisfaction
Develop and implement corrective actions
Ensure all case handling complies with internal policies, regulatory standards, and industry best practices
Monitor complaint handling trends and provide reporting/analysis to leadership
Collaborate with internal stakeholders to refine processes, mitigate risks, and ensure continuous improvement
Act as a trusted liaison between customers, contractors, internal partners, and external regulators when necessary
Maintain a strong customer advocacy mindset while balancing organizational priorities and risk management

Skills

Grievance Resolution

Complaint Management

Root Cause Analysis

Risk Management

Customer Experience

Legal Compliance

Goodleap

Marketplace for sustainable home upgrades and financing

About Goodleap

GoodLeap provides a marketplace for sustainable home solutions, connecting homeowners with professionals who specialize in eco-friendly home improvements. Their platform simplifies the purchasing process by offering a single point of sale technology that allows users to explore various upgrade options and choose flexible payment plans that suit their budgets. Unlike many competitors, GoodLeap focuses specifically on sustainability and partners with over 18,000 professionals nationwide, ensuring a wide range of services and expertise. The company's goal is to help homeowners make environmentally conscious upgrades while saving money, and they also contribute to sustainable energy projects through their partnership with GivePower, donating a portion of their revenue with each transaction.

Roseville, CaliforniaHeadquarters

2003Year Founded

$778.2MTotal Funding

DEBTCompany Stage

Energy, Fintech, Social Impact, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Emerging fintech companies offering similar solutions could erode GoodLeap's market share.

Rising interest rates may reduce the affordability of GoodLeap's financing options.

Direct-to-consumer solar panel sales could threaten GoodLeap's traditional financing model.

Differentiation

GoodLeap offers a seamless point-of-sale platform for sustainable home upgrades.

The company partners with over 18,000 professionals nationwide for home improvement solutions.

GoodLeap supports GivePower, donating to sustainable energy projects with every transaction.

Upsides

GoodLeap closed a $470 million securitization backed by sustainable home improvement loans in 2023.

The company raised $800 million to expand in a $430-billion-per-year market.

Increased consumer interest in energy-efficient upgrades boosts demand for GoodLeap's financing options.

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