Lead Borrower Success Associate
New
Based in the United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4–6+ years
- Required Skills
- Data AnalysisOperations ManagementProcess improvementCRMCustomer support
Requirements
- 4–6+ years of experience in operations, servicing, customer support, or workflow/case management in a fast-paced environment.
- Experience working cross-functionally with operations, collections, onboarding, or similar teams in complex workflows.
- Strong experience handling escalations, backlog management, and operational issue resolution.
- Familiarity with CRM or workflow management systems and operational tooling environments.
- Ability to analyze data, identify root causes, and translate insights into process improvements.
- Experience creating or maintaining process documentation, SOPs, or operational playbooks.
- Strong communication skills with the ability to explain complex issues clearly.
- Highly organized, adaptable, and comfortable managing competing priorities in ambiguous environments.
- Experience acting as a subject matter expert or informal operational lead is strongly preferred.
Responsibilities
- Serve as a senior operational expert across servicing workflows, supporting frontline teams with guidance, escalation handling, and issue resolution.
- Monitor queues, backlog trends, and operational health metrics to proactively identify risks and inefficiencies.
- Investigate and resolve complex borrower escalations while balancing compliance requirements, borrower experience, and business priorities.
- Partner with cross-functional teams including operations, onboarding, collections, and loss mitigation to improve workflows and remove blockers.
- Identify process gaps and recommend scalable improvements, automation opportunities, and tooling enhancements.
- Maintain and update operational documentation, SOPs, and training resources.
- Support borrower-facing operations across multiple channels as needed.
- Leverage operational data and insights to prioritize work and improve servicing performance.
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