Role Description 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 - Assigning to the appropriate team’s support queue - Following up with the appropriate team to ensure the requestor receives proper updates - Closing out requests according to rFinance’s processes and procedures as well as SLA In addition, the Support Specialist is responsible for handling support requests that don’t require escalation to an rFinance team, leveraging rFinance’s systems to determine the situation and communicate with the customer, retailer, and/or lender. Qualifications - 2-4 years of experience in customer service, financial services, or related operational support roles with exposure to compliance practices. - High School Diploma or equivalent required; some college coursework or professional background in finance, compliance, or business is preferred. - Strong computer proficiency, including advanced use of Microsoft Excel, Word, Outlook, and PowerPoint. - Demonstrated ability to work independently, exercise sound judgment, and proactively manage tasks and priorities. - Detail oriented, strong organizational skills, and the ability to follow structured processes accurately. - Effective written and verbal communication skills with the ability to collaborate across teams and build strong working relationships. - Prior experience in banking, finance, or compliance environments is highly preferred. - Ability to facilitate training, provide clear guidance, and support both internal and external partners on compliance requirements. Requirements - This is a full-time remote position. - Coverage hours: - Monday – Friday: 8:00 AM – 8:00 PM EST - Saturday: 8:00 AM – 4:00 PM EST - Employees will follow a rotational shift schedule, communicated 30 days in advance, rotating weekly: - Shift 1: Tuesday – Saturday, 8:00 AM – 5:00 PM (Saturday: 8:00 AM – 4:00 PM) - Shift 2: Monday – Friday, 9:00 AM – 6:00 PM - Shift 3: Monday – Friday, 11:00 AM – 8:00 PM Benefits - 401 (k) Plan, Employer Fixed Contributions & Company Matching - Profit Sharing* - Medical, Dental and Vision Coverage* - Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA) - Life Insurance - Paid Time Off & Paid Holidays - Paid Maternity Leave & Paid Parental Leave* - Career Growth Planning & Nationwide Career Opportunities Company Description At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live. Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector. Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.