Customer Experience Associate I, Borrower Support

WisetackConsumer lending

Location: Remote, USAFull-TimeEntry

SalaryThe hourly rate for the position is $25.00, plus equity, and benefits.

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Job Details

Experience: 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role.
Required Skills: SalesforceZendeskCustomer support

Have 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role.
Have experience leveraging AI tools to improve customer support workflows or operational efficiency.
Be comfortable spending the majority of the workday supporting customers over the phone in a high-volume environment.
Demonstrate excellent verbal and written communication skills.
Demonstrate ownership and follow-through from initial customer contact through final resolution.
Have experience with consumer lending products or another environment where accuracy, consistency, and attention to detail are critical.
Have experience using Salesforce, Zendesk, or similar customer support platforms.
Be willing to work weekends.
A bachelor's degree is preferred.
Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry is a bonus.
Familiarity with consumer lending regulations or compliance-driven customer support is a bonus.

Support borrowers by phone and other channels with applications, approvals, payments, repayment, refunds, and account questions.
Set clear expectations for borrower next steps, follow-up, and escalations.
Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review.
Own borrower issues from first contact through resolution, coordinating across teams and following up to deliver timely answers.
Document interactions accurately and keep borrowers informed about status, ownership, and next steps.
Identify recurring pain points, process gaps, product friction, and operational opportunities.
Share customer 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.

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