Deliver exceptional borrower support: Support borrowers by phone and across other channels, helping them navigate applications, approvals, payments, repayment, refunds, and account questions with clarity, empathy, and accuracy.
Navigate consumer lending with care: Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review.
Own customer outcomes: Own borrower issues from first contact through resolution, following up and coordinating across teams to deliver timely answers.
Turn customer contacts into insights: Identify recurring pain points, process gaps, product friction, and operational opportunities.
Embrace AI and continuous improvement: Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust.

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.

Customer Experience Associate I

Key skills