Customer Experience Associate I

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist borrowers through phone and various channels with their applications, approvals, payments, repayment queries, refunds, and account-related inquiries.

• Establish clear expectations regarding next steps, follow-ups, and potential escalations.

• Adhere to lending requirements, company policies, and defined processes while recognizing risks, complaints, or issues that require further review.

• Collaborate across departments to responsibly resolve issues, ensuring a balance between customer advocacy and sound lending practices.

• Take ownership of borrower concerns from the initial contact until resolution, coordinating and following up across teams.

• Accurately document interactions and keep borrowers updated on their status, ownership, and forthcoming steps.

• Identify recurring challenges, process deficiencies, product friction, and operational opportunities for improvement.

• Provide insights to Product, Engineering, Risk, Operations, Merchant Success, and other teams to enhance documentation, workflows, macros, and scalable solutions.

• Utilize AI tools to enhance speed, quality, customer outcomes, and operational efficiency while maintaining empathy, accuracy, privacy, and trust.

• Share best practices and adapt to evolving business needs, including support for merchants.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, customer success, financial services, operations, or a similar customer-facing position.

• Proven experience in utilizing AI tools to enhance customer support workflows or operational efficiency.

• Comfortable dedicating the majority of your workday to supporting customers via phone in a high-volume setting.

• Exceptional verbal and written communication skills.

• Demonstrated ability to take ownership and follow through from the first customer interaction to the final resolution.

• Experience with consumer lending products or in environments where precision, consistency, and attention to detail are paramount.

• Familiarity with Salesforce, Zendesk, or comparable customer support platforms.

• Willingness to work weekends as needed.

• Background in supporting borrowers or consumers within lending, banking, payments, fintech, insurance, healthcare, or any other highly regulated industry.

• Understanding of consumer lending regulations or compliance-focused customer support.

🏝️ Benefits

• Equity.

• Comprehensive benefits package.