Senior Borrower Success Associate
U
UpstartFintech AI Lending
The majority of our employees can live and work anywhere in the U.S, Evening coverage for operations until 9:00 p.m. ET.Full-TimeSenior
Salary$23.41 — $31.20 USD
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Job Details
- Required Skills
- DocumentationGenerative AICRMCustomer support
Requirements
- Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment.
- Experience communicating with customers or other external audiences through at least one written or verbal support channel.
- Experience researching information across multiple resources or systems to resolve questions or issues.
- Experience accurately documenting customer interactions, cases, transactions, or other detailed information.
- Preferred: Experience in customer service, contact centers, borrower servicing, banking, or lending.
- Preferred: Ability to communicate complex or sensitive information clearly across email, chat, and phone.
- Preferred: Familiarity with case-management, CRM, chat, phone, or knowledge-management tools.
- Preferred: Familiarity with Generative AI tools and the ability to review and validate AI-generated information.
- Preferred: BA/BS degree, associate degree, or equivalent work experience.
Responsibilities
- Resolve complex borrower inquiries across email, chat, phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing.
- Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions.
- Take ownership of cases through resolution, recognizing when additional guidance or escalation to a partner team is appropriate.
- Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity while maintaining quality and accuracy.
- Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share insights that can improve resources and servicing processes.
- Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs.
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