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

• Ability to work independently and efficiently, both in-person and on work from home days

• Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once

• Bilingual (English/Spanish) preferred; additional languages a plus

• Bachelor’s degree or equivalent experience

• Location Requirement: This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time.

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