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About the role
Key responsibilities & impact- Support borrowers by phone and across other channels with applications, approvals, payments, repayment, refunds, and account questions
- Set clear expectations for next steps, follow-up, and escalations
- Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues needing review
- Partner cross-functionally to resolve issues responsibly and balance customer advocacy with responsible lending practices
- Own borrower issues from first contact through resolution, following up and coordinating across teams
- Document interactions accurately and keep borrowers informed about status, ownership, and next steps
- Identify recurring pain points, process gaps, product friction, and operational opportunities
- Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners to improve documentation, workflows, macros, and scalable fixes
- Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust
- Share best practices and support evolving business needs, including support for merchants
Requirements
What you’ll need- 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role
- Experience leveraging AI tools to improve customer support workflows or operational efficiency
- Comfortable spending the majority of your workday supporting customers over the phone in a high-volume environment
- Excellent verbal and written communication skills
- Demonstrated ownership and follow-through from initial customer contact through final resolution
- Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical
- Experience using Salesforce, Zendesk, or similar customer support platforms
- Willingness to work weekends
- Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry
- Familiarity with consumer lending regulations or compliance-driven customer support
Benefits
Comp & perks- Equity
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