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: $26.40/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