Customer Experience Associate I – Part-Time

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, refunds, and inquiries regarding their accounts.

• Clearly communicate the expectations for subsequent steps, follow-ups, and escalations.

• Adhere to lending requirements, company policies, and established procedures while identifying any risks, complaints, or issues that require review.

• Collaborate across functions to address issues responsibly, balancing customer advocacy with prudent lending practices.

• Take ownership of borrower concerns from the initial contact to resolution, coordinating with teams and accurately documenting interactions.

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

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

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

• Support merchants as business requirements evolve.

⛳️ Requirements

• Bachelor's degree is preferred.

• A minimum of 2 years of experience in customer support, customer success, financial services, operations, or a similar customer-facing role.

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

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

• Exceptional verbal and written communication abilities.

• Proven track record of taking ownership and ensuring follow-through from the initial customer contact to final resolution.

• Experience with consumer lending products or in environments where accuracy, consistency, and meticulous attention to detail are essential.

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

• Willingness to work on weekends.

• Bonus: Experience assisting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry.

• Bonus: Knowledge of consumer lending regulations or compliance-oriented customer support.

🏝️ Benefits

• Equity

• Non-exempt PTO policy

• Sick pay

• 6 paid holidays

• 401k