Servicing Associate

What you will do

• Proactively engage customers who exhibit elevated risk behaviors or early warning indicators — including missed or late payments, early termination requests, and account changes that increase Rippling's financial exposure.
• Serve as the primary point of contact for customers seeking payment accommodations, due date changes, account adjustments, or early termination of SaaS contracts or EOR agreements.
• Evaluate account health using available data and risk signals, applying sound judgment to determine appropriate treatment strategies within established policy guidelines.
• Negotiate and implement mutually beneficial solutions — including payment arrangements, account modifications, and retention offers — that preserve the customer relationship while protecting Rippling's assets and revenue.
• Collaborate with Account Management, Sales, Credit & Underwriting, Finance, and Collections to develop tailored resolutions for complex or high-exposure accounts.
• Document all account activity, customer interactions, and resolution outcomes accurately and thoroughly in relevant systems.
• Escalate high-risk or high-balance accounts to the Servicing Manager with a clear summary of account status, risk exposure, and actions taken to date.
• Contribute to the development of team playbooks, treatment strategies, and best practices as the function continues to scale.

What you will need

• 2+ years of experience in servicing, loss mitigation, collections, customer success, or a customer-facing financial services role.
• Strong written and verbal communication skills, with the ability to navigate sensitive financial conversations with professionalism and empathy.
• An ability to balance customer advocacy with risk discipline — you understand the value of retention but can recognize when an account poses unacceptable exposure.
• A results-oriented mindset with strong attention to detail and consistent follow-through across a high-volume account portfolio.
• Comfort working in an evolving environment where not all processes are fully defined; willingness to contribute to building them.
• Basic proficiency with spreadsheets and the ability to work across multiple internal systems and tools; experience with CRM or servicing platforms a plus.