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.
Key Responsibilities
Own the day-to-day resolution of risk and fraud cases for the HELOC product
Review and action risk alerts, monitor transactions, investigate flagged accounts and suspected fraud or account takeover, perform identity verification on failed authentication (magic link) events, and conduct homeowner cashout review
Communicate directly with borrowers to verify activity and resolve issues, and serve as the escalation point for risk events, escalating to Business Credit Risk, Compliance, or Tech as needed
Manage a high volume of cases accurately and within established service-level timelines
Cross-train on and support the broader post-approval operations casework, including HELOC closing and recording issue resolution, account booking, AVM requests, customer dispute investigation and resolution, and vendor coordination
Provide coverage for the operations team as needed and communicate directly with borrowers to drive issue resolution
Support audits, compliance reviews, and internal reporting across risk and operations workflows
Identify areas of efficiency improvement and automation across the risk and operations workflows.
Surface where manual processes can be streamlined or automated, help define the requirements for those improvements, and partner with Engineering, Product, and vendors to implement them over time.
Help determine which work is ready to automate and which still requires the investigative human layer.
Define and maintain standard operating procedures across the risk function and the cross-trained operations work, updating them as common issues emerge
Support the related change management efforts
Perform other duties as assigned based on business needs
Requirements
High School Diploma or equivalent required
Associate’s or Bachelor’s degree in Business, Finance, or related field preferred
3–5 years of experience in payment operations, transaction monitoring, fraud operations, or risk operations, ideally in fintech or financial services
Hands-on experience reviewing fraud alerts, investigating transaction disputes, performing account verification, and resolving risk and operations cases
Ability to manage a high volume of cases with accuracy and within established service-level timelines
Strong analytical, organizational, and problem-solving skills with sharp attention to detail and risk awareness
Ability to identify inefficiencies and opportunities for automation, and to help define and implement process improvements
Familiarity with fraud-detection platforms and automated decisioning a plus
Effective written and verbal communication skills; ability to coordinate cross-functionally with Compliance, Risk, Product, and Engineering teams, and to communicate directly with borrowers
Proficiency in CRM and case management systems and digital operations tools
Ability to operate independently and build processes from scratch in a fast-paced, greenfield fintech environment
Ready to Apply?
Join GoodLeap and make an impact in renewable energy