Bilingual Business Operations Associate
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:
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
About You (Qualifications)
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
Proficiency with the Microsoft Office Suite (Excel/Word)
Experience using professional communication and collaboration tools such as Slack, Zoom, or similar platforms
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
Proven ability to work autonomously in a remote setting, adapt quickly to new information, effectively manage a high-volume workload, and exercise sound judgment in knowing when to seek guidance
You have a reliable internet connection and a quiet, private workspace where you can take calls and Zoom meetings without distraction and discuss sensitive customer/merchant details
Bachelor’s degree or equivalent experience
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
Strong Spanish language skills, including the ability to speak fluently and communicate clearly in professional settings
Proficiency in reading and writing in Spanish, with accuracy in grammar, vocabulary, and comprehension
Ability to effectively use Spanish in both verbal and written communications to perform essential job duties
Location: This remote position is available to candidates who reside and perform work in the following states: AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, WA. Hiring locations may vary by position based on the Company's current business operations.
Hourly Rate: $24/hr
Additional Compensation: This position is eligible to participate in our Operations bonus incentive.
Applications will be accepted until position is filled.
Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation, trust, and ownership. You'll get outside your comfort zone, build meaningful relationships, and most of all, take charge of projects that ultimately help people get the things they need most.
Benefits:
At Koalafi, you will have a direct impact on our products and help shape the company’s success. We offer competitive compensation & benefits packages to keep you at your best:
Comprehensive medical, dental, and vision coverage
20 PTO days + 11 paid holidays
401(k) retirement with company matching
Student Loan & Tuition Reimbursement
Commuter assistance
Parental leave (maternal + paternal)
Inclusion and Associate Engagement Programs
Who we are & what we value:
We focus on what’s most important
We set clear expectations and deliver
We embrace challenges to reach our full potential
We ask, “How can this be better?”
We move fast together