Account Research Specialist

Description

Summary: GoodLeap is seeking an Account Research Specialist to investigate and resolve customer complaints regarding loan servicing for sustainable solution products, requiring strong communication and problem-solving skills. Highlights: 1. Critical role in investigating and analyzing customer complaints 2. Opportunity to support sustainable solutions financing 3. Collaborative work culture 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 $27 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. Under the supervision of the Loan Servicing Manager, the Account Research Specialist role is critical in gathering, investigating and analyzing customer complaints and evaluating data alongside other information to identify possible problem areas regarding loan servicing of all loan products offered by GoodLeap. Bilingual Spanish/English required. ### **Essential Job Duties and Responsibilities** * Research and resolve customer complaints received by phone, email, fax, social media, and GoodLeap Medallia surveys. Communicate directly with customers, legal representatives and/or 3rd parties. * Credit Bureau reporting and dispute management. * Support of pending legal proceedings as they pertain to actioning of the serviced loans. * Daily bankruptcy scrub to Genpact and monthly bankruptcy data file and documents to bankruptcy vendor for placement. ### **Required Skills, Knowledge \& Abilities** * Ability to manage multiple tasks/projects and deadlines simultaneously. * Ability to identify and resolve/escalate problems. * Excellent interpersonal, verbal, and written communication skills. * Enhanced understanding of the mortgage and consumer finance industry a plus. * Prior work experience in customer service positions is preferred. * Proficient computer skills, especially Microsoft Office applications * Bilingual Spanish/English required Compensation: $111\.66 MXN hourly **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. **If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!** We are committed to protecting your privacy. To learn more about how we collect, use, and safeguard your personal information during the application process, please review out **Employment Privacy Policy** and **Recruiting Policy on AI**. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.