rFinance Support Specialist- Remote

In 2024, we were recognized as one of Newsweek's America's Greatest Workplaces for Women and Newsweek's Most Trustworthy Companies in America. Earning the 2024 ENERGY STAR Partner of the Year-Sustained Excellence Award, Andersen is also committed to environmental health and sustainability. No matter your role, you'll have the opportunity to make a difference at Andersen.

The Support Associate is responsible for processing incoming support requests from chat, email and phone to ensure every request is processed according to rFinance's service level agreements (SLA). The work includes reviewing incoming requests, creating a support ticket, and assigning to the appropriate team's support queue. The work also includes following up with the appropriate team to ensure the requestor receives proper updates and the requests are closed out according rFinance's process and procedures as well as SLA. To enable success, the process is managed by the consumer finance workflow system.

In addition to the Support Associate's responsibilities, the Support Specialist is responsible for handling support requests that don't require escalation to an rFinance team. To do this, the Support Specialist will leverage rFinance's systems to determine the situation and communicate by chat, email, text and/or phone with the customer, retailer and/or lender to fulfill the support request.

- Review incoming support requests that come in from chat, email and phone. When appropriate, fulfill the request by leveraging rFinance's systems to determine the situation and communicate by chat, email, text and/or phone with the customer, retailer and/or lender to fulfill the support request. When appropriate, log a ticket in JIRA and assign the ticket to the appropriate team's queue.

- Monitor and follow-up with rFinance teams for updates on open support tickets and when appropriate provide updates to the requestor. Close out requests and tickets as appropriate by communicating to the requestor.

- Handle routine, standard, repetitive administrative and reporting duties as assigned.

- 2-4 years of customer service equivalent work experience

Pay is based on several factors including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process. Successful candidates in this role are expected to earn $61,760-$92,640.

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we'll be a stronger team able to accomplish what otherwise wouldn't be possible. This Orange spirit has helped us become the #1 innovative window and door brand and the one homeowners love the most. It's also why we're committed to supporting you to approach each day with a bright outlook.

Benefits include, and are not limited to:

PROFIT SHARING: In 2025 Andersen has set a profit sharing target of $3,500 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

EQUAL OPPORTUNITY EMPLOYER: Andersen Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristics protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.

If you need a reasonable accommodation to complete a job application, participate in a job interview, or engage in any part of the hiring process, please contact TACompliance@andersencorp.com.

We look forward to seeing how your unique skills, background and experience will inspire our team and help us continue to be the leader we are today.