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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, coordinating across teams and documenting interactions accurately.
- 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.
- Support merchants as business needs evolve.
Requirements
What you’ll need- Bachelor's degree preferred.
- 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.
- Bonus: Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry.
- Bonus: Familiarity with consumer lending regulations or compliance-driven customer support.
Benefits
Comp & perks- Equity
- Non-exempt PTO policy
- Sick pay
- 6 paid holidays
- 401k