Customer Experience Associate I – Part-Time

Job Description:

  • 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:

  • 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:

  • Equity
  • Non-exempt PTO policy
  • Sick pay
  • 6 paid holidays
  • 401k
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