GoodLeap
technology
CustomerCareAdvisor
“Customer Care Advisor at GoodLeap. Skills: customer care, sales, lead generation, communication. Initiating the sales process. Building and managing prospect lists”
What You'll Achieve.
quality assurance score of 90% or above; hit campaign-specific targets for autopay enrollment, cross-sell conversion, and case resolution rates; keep call documentation time tight
Industry & Context.
identifying when a customer's issue warrants a formal escalation; asking targeted questions to get to the root of a customer's concern; redirecting to the appropriate resource when escalation isn't necessary; dispute resolution; identifying fraud indicators
What They're Looking For.
Must Have
Comfortable working from a script while still sounding natural and building rapport, 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
Nice to Have
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
What You'll Do.
Initiating the sales process
Building and managing prospect lists
Generating qualified leads
Leading structured outbound call campaigns
Walking customers through loan terms
Confirming project completion
Answering customer questions
Pitching and enrolling customers in automatic payment (autopay) programs
Conducting consultative cross-sell conversations
Managing a cloud-based phone system
Handling customer concerns with care and precision
Identifying when a customer's issue warrants a formal escalation
Asking targeted questions to get to the root of a customer's concern
Redirecting customers to the appropriate resource
Routing formal complaints through the correct internal approval process
Managing open cases appropriately
Following up on cases
Recognizing and flagging situations for specialized handling
Learning and accurately explaining the full range of GoodLeap loan structures
Navigating CRM software
a loan origination portal
and our customer payment portal simultaneously
Verifying account details
Completing transactions
Processing autopay enrollments on behalf of customers
Completing call wrap-up documentation
Executing warm transfers to licensed mortgage specialists
solar energy consultants
and specialized support teams
Maintaining a quality assurance score of 90% or above
Hitting campaign-specific targets for autopay enrollment
cross-sell conversion
and case resolution rates
Keeping call documentation time tight
Maintaining accurate availability status throughout the shift
How You'll Work.
Team & Collaboration
Executing warm transfers to licensed mortgage specialists, solar energy consultants, and specialized support teams per established handoff protocols
Communication Scope
written communication; sounding natural; building rapport; explaining loan terms; explaining interest rate savings; explaining enrollment process; handling objections; consultative conversations; explaining loan feature reviews; explaining the full range of GoodLeap loan structures; reading required disclosures
Applying for this Customer Care Advisor role?
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How to Apply on Lever
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- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
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