Customer Care Advisor
About the job
- Comfort working from a script while sounding natural and building rapport.
- Strong written communication for documenting every call in clear, accurate case notes.
- Ability to navigate multiple software platforms simultaneously during a live call.
- Ability to receive direct feedback constructively and work with performance metrics.
- Call customers shortly after home improvement projects are completed to explain loan terms, confirm project satisfaction, and answer questions.
- Pitch and enroll eligible customers in automatic payment programs, explain interest-rate savings, guide enrollment, and handle objections using the rebuttal framework.
- Conduct consultative cross-sell conversations about home equity and mortgage products, solar power purchase programs, and loan optimization opportunities.
- Work rotating campaigns such as payment reminders, promotional-period alerts, tax-credit follow-ups, and loan-feature reviews.
- Manage the cloud-based phone system, including queue status, campaign toggling, and call wrap-up.
- Identify issues requiring formal escalation, including installer non-communication, incomplete project work, system performance problems, billing disputes, and potential fraud.
- Ask targeted questions to identify the root of customer concerns and redirect issues to appropriate resources when escalation is unnecessary.
- Write case notes in the required format, documenting the issue, customer concerns, and desired outcome.
- Route formal complaints through the correct internal approval process, manage open cases, and follow up when needed.
- Recognize and flag out-of-business contractors, suspected fraud, elder financial exploitation, and language barriers for specialized handling.
- Learn and explain GoodLeap loan structures, including promotional periods, interest-only phases, principal-only phases, re-amortization features, and standard installment products.
- Navigate CRM software, a loan origination portal, and a customer payment portal simultaneously to verify account details, update information, and complete transactions.
- Process autopay enrollments securely over the phone, including collecting bank account information and reading required disclosures.
- Complete call wrap-up documentation for completed calls, voicemails, refusals, scheduled callbacks, completed transfers, and other outcomes.
- Execute warm transfers to licensed mortgage specialists, solar energy consultants, and specialized support teams according to handoff protocols.
- Maintain a quality assurance score of at least 90 percent.
- Meet campaign-specific targets for autopay enrollment, cross-sell conversion, and case resolution rates.
- Complete call documentation during or immediately after each call.
- Adhere to the schedule and maintain accurate availability status throughout the shift.
- Experience with Salesforce or a similar customer relationship management system.
- Background in financial services, lending, solar, or home improvement.
- Bilingual English and Spanish language ability.
- Experience in outbound sales or subscription/autopay enrollment.
- Familiarity with loan concepts, including interest rates, promotional periods, and amortization.
- Experience handling escalations, dispute resolution, or identifying fraud indicators.
- At least one year of experience in a high-volume call center, phone sales, or phone-based customer service role.
About the company
GoodLeap operates a sustainable home solutions marketplace with a single point-of-sale platform that connects homeowners with over 18,000 green home improvement professionals. Customers can finance upgrades through flexible payment options, while GoodLeap earns commissions from professional partners. Its platform streamlines payments and financing in one flow, making transactions simple for homeowners and pros. Its goal is to expand access to affordable sustainable home upgrades and fund sustainable energy projects through GivePower with every transaction.
Company Size
1,001-5,000
Company Stage
Debt Financing
Total Funding
$2.2B
Headquarters
Roseville, California
Founded
2003
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Simplify's Take
What believers are saying
- October 2, 2026 securitization raised $389 million, extending GoodLeap's 26-deal funding machine.
- Cross River's October 1, 2026 facility backs the Home Card and accelerates distribution.
- August 27, 2026 HVAC Lease pairs AIG maintenance with contractor continuity, widening product shelf.
What critics are saying
- GoodLeap faces active consumer cases in 2026, including Dominguez v. GoodLeap in Virginia.
- The Home Card advertises risk because home collateral secures revolving debt at 13.24% to 18%.
- A sustained disclosure scandal triggers CFPB enforcement and contractor attrition, crippling originations by 2027.
What makes Goodleap unique
- GoodLeap Home Card, launched October 1, 2026, ties HELOC lending to contractor workflows.
- September 17, 2026 Energy Insights converts utility data into savings advice without hardware.
- GoodLeap's platform spans solar, HVAC, roofing, windows, batteries, and financing from one interface.
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Benefits
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Growth & Insights and Company News
6 month growth
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↑ 0%Cross River enables GoodLeap Home Card through card issuance and $50M revolving credit facility. * Credit Cards * 02.10.2026 01:33 pm Cross River Bank, a technology infrastructure provider that offers embedded financial solutions, today announced that it has provided a $50 million revolving credit facility to GoodLeap, the technology platform helping millions adopt sustainable home products. The facility, structured by Cross River's Principal Finance Group ("PFG"), will finance the GoodLeap Home Visa Signature(R) Card ("GoodLeap Home Card"), which will be issued by Cross River. "This partnership with GoodLeap exemplifies Cross River's multi-layered approach to serving innovative fintech platforms," said Noah Cooper, Chief Investment Officer and Head of Capital Solutions Group at Cross River. "By combining our Principal Finance Group's credit facility capabilities with our payment infrastructure, we're able to deliver a comprehensive solution that maximizes operational efficiencies for our partners while enabling an improved experience for consumers." Cross River's engagement with GoodLeap demonstrates its ability to serve as a full-stack financial infrastructure partner - integrating warehouse lending, card issuance, and payment infrastructure into a single, cohesive solution. "The GoodLeap Home Card is a great example of how Cross River's product and payments capabilities come together to enable enhanced consumer experiences," said Adam Goller, Head of Fintech Banking at Cross River. "Our purpose-built infrastructure is flexible and powerful, designed to support these innovative use cases. This partnership showcases what's possible when fintechs can plug into a fully integrated payments and lending stack from day one." The GoodLeap Home Card gives homeowners a flexible, lower-cost way to finance home improvement projects, with rates below the average credit card. Backed by a Home Equity Line of Credit (HELOC), the card lets homeowners tap into their home equity for projects and everyday purchases, while earning up to 6% cash back on qualifying home improvements initiated in the GoodLeap Home app. "Homeowners have never lacked equity, they've lacked a partner who helps them use it. The GoodLeap Home Card pairs the simplicity of a card with access to home equity, backed by a platform that connects homeowners to contractors, project guidance, and rewards on the work their home actually needs," said Dan Lotano, Chief Operating & Strategy Officer at GoodLeap. "Cross River helped us bring this to market quickly, serving as a strong foundation as we grow." Cross River continues to serve as a leading technology infrastructure partner to the fintech ecosystem. By bringing together diverse capabilities and advanced solutions within a single institution, Cross River enables partners like GoodLeap to move faster, operate more efficiently, and deliver financial products that service consumers meaningfully.
GoodLeap has closed a $389 million securitisation, its 26th overall and sixth backed solely by home improvement loans. The transaction, GoodLeap Home Improvement Solutions Trust 2026-2, was sponsored by Bank of America and is backed by $434 million in principal balance of GoodLeap-originated loans. The securitisation received ratings from Kroll Bond Rating Agency and Fitch Ratings. Joint bookrunners included Goldman Sachs, CIBC World Markets, and Citigroup Global Markets. GoodLeap provides financing and software for sustainable home solutions including solar panels, batteries, and energy-efficient HVAC systems. Since 2018, the company has facilitated more than $38 billion in financing, serving over 1.7 million homeowners. The sustainable home upgrades market represents an estimated $450 billion annual opportunity in the United States.
Cross River Bank has provided a $50 million revolving credit facility to GoodLeap and will issue the GoodLeap Home Visa Signature Card. The facility, structured by Cross River's Principal Finance Group, will finance the new card product. The partnership demonstrates Cross River's integrated approach, combining warehouse lending, card issuance, and payment infrastructure in a single solution. The bank serves as both the credit provider and card issuer for GoodLeap. The GoodLeap Home Card allows homeowners to finance home improvement projects using a HELOC-backed credit card. The product offers rates below average credit cards and provides up to 6% cash back on qualifying home improvements through the GoodLeap Home app. GoodLeap is a technology platform that has facilitated over $37 billion in financing for sustainable home solutions since 2018, serving 1.7 million homeowners.
GoodLeap has launched two new features in its GoodLeap Home app: Energy Insights and Projects. Energy Insights converts homeowners' utility data into personalised energy use summaries, helping them identify potential savings without additional hardware. Projects connects homeowners with licensed, insured contractors from GoodLeap's network of over 6,600 professionals, providing dedicated support throughout the project. The launch marks a strategic shift for GoodLeap from facilitating single home improvement projects to supporting homeowners' ongoing needs. According to Dan Lotano, chief operating and strategy officer, more than 1.7 million homeowners have used GoodLeap for home improvements. The company has facilitated over $37 billion in financing for sustainable solutions since 2018. Both features are now available through the GoodLeap Home app.
GoodLeap launches HVAC Lease to give homeowners a clear path to ownership - with no surprise buyout. Aug 27, 2026, 09:00 ET In partnership with AIG, the new offering combines lower upfront costs, built-in maintenance coverage, and flexible end-of-lease options SAN FRANCISCO, Aug. 27, 2026 /PRNewswire/ - GoodLeap, the technology platform helping millions of people adopt sustainable home products, today announced the launch of its HVAC Lease. Unlike many lease programs that end in a large, unexpected buyout, GoodLeap's HVAC Lease gives homeowners a clear path to ownership from day one. The lease includes annual maintenance and covered repairs backed by AIG, one of the world's largest insurers. Heating and cooling systems are among the most essential and expensive investments in the modern home. When a system fails, especially during extreme temperatures, the disruption can be immediate, forcing homeowners to make replacement decisions quickly. In those moments, choices are often driven by cost and availability rather than what best fits the home's needs. GoodLeap developed its HVAC Lease to help homeowners make better long-term replacement decisions, even when those decisions must be made quickly. The offering also gives contractors greater flexibility in system selection, while providing homeowners predictable payments, maintenance coverage, and a transparent path to ownership with no surprise buyout at the end. "When your AC dies in the middle of a heat wave, you don't get weeks to shop around and too many families end up in lease agreements they didn't fully understand, still owing thousands after years of payments," said Dan Lotano, Chief Operating Officer at GoodLeap. "We built this the opposite way: one predictable monthly payment with maintenance and repairs included, a clear path to ownership from day one, and no surprise buyout at the end. And the contractor who installs your system stays your contractor, free to recommend the equipment that's actually right for the home." Built for Contractor Flexibility Contractors can install systems from leading manufacturers while maintaining continuity in service, maintenance, and warranty support throughout the lease lifecycle. Annual maintenance and covered repairs are included in the lease, allowing contractors to remain the primary service provider throughout the lease term and maintain the customer relationship beyond installation. "GoodLeap's HVAC Lease brings a more structured and predictable approach to supporting and maintaining HVAC systems over time," said Billy Leonard, VP & Head of AIG HVAC. "By participating in this program, we're helping create a model that improves clarity for homeowners and strengthens long-term service outcomes for contractors." HVAC contractors interested in expanding their offering with GoodLeap's HVAC Lease can learn more here. Predictability and Transparency for Homeowners For homeowners, the HVAC Lease provides predictable monthly payments, annual maintenance, covered repairs, and a clear path to purchase the system over time. Homeowners see the full payment schedule and purchase option pricing before signing, and the lease never auto-renews into open-ended payments. And because the lease isn't limited to whatever equipment is immediately available, homeowners can choose a system based on their home's size, climate, and service needs. The lease is designed without the large end-of-term buyout requirements common in many traditional offerings, giving homeowners more control as their system ages and needs change. Across its products, the company continues to focus on making essential home upgrades easier to navigate and manage over time. Homeowners interested in learning more about flexible HVAC payment options can visit the GoodLeap site. 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 1.7 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 2.5 million people across Africa, Asia, and South America. To learn more about GoodLeap, visit, follow, and connect with us at goodleap.com. SOURCE GoodLeap, LLC.