Account Research Specialist

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