Product Support 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 $30 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. Product Operations Specialist, Risk The Product Operations Specialist, Risk is responsible for the day‑to‑day risk and fraud operations for HELOCs, owning case resolution from intake through disposition. The role reviews and resolves risk alerts and fraud cases, monitors transactions, investigates flagged accounts and account takeover, performs identity verification on failed authentication events, conducts homeowner cashout review, and serves as the escalation point for risk events. The role is cross‑trained on and supports the broader post‑approval HELOC operations casework (closing, recording, booking, customer disputes, and vendor coordination) so the team can provide mutual coverage. A key attribute for this role is the ability to identify areas of efficiency improvement and automation across the risk and operations workflows, and to help define and implement those improvements over time. This is a new role supporting a growing product, and the specialist will be a key contributor to process definition and continuous improvement from pre‑launch through sustained product growth. Risk & Fraud Case Resolution 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 Operations Casework (Cross‑Training & Coverage) 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 Efficiency & Automation Improvement 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. SOP Development & Continuous Improvement 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 Qualifications 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, green‑field fintech environment Compensation: $25.00–$30.00 per hour 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. 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 our Employment Privacy Policy and Recruiting Policy on AI. #J-18808-Ljbffr