# Servicing Associate

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $42k – $73k/yr
**Experience:** 2+ years
**Skills:** CRM, servicing platforms, spreadsheets, financial risk assessment, Negotiation, customer communication
**Posted:** 2026-07-27

> Servicing Associate responsible for proactively engaging at-risk customers to resolve payment issues, negotiate accommodations, and mitigate financial loss while balancing retention and risk for Rippling's payroll, cards, and lending products. Requires 2+ years in customer-facing financial services or collections with strong empathy and judgment.

## Job Description

## 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.

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