Senior Customer Contact Specialist, Chat Support
Supports lending applicants through chat, phone, and email while resolving complex issues, coordinating escalations, and improving AI-enabled support workflows. Requires strong communication, investigation, documentation, and cross-functional problem-solving skills.
About the job
Responsibilities
- Support applicants primarily through live chat and phone, with email and vendor support as needed.
- Investigate complex application questions, handle escalations, and make sound judgment calls.
- Serve as a subject matter expert for frontline vendor teams.
- Develop expertise across lending products, partners, application workflows, verification requirements, and internal systems.
- Own complex issues from initial contact through resolution, coordinating with Operations, Product, Risk, Compliance, Engineering, and lending partners.
- Use AI tools to research, analyze, draft, and solve problems; refine prompts, workflows, and automations; evaluate output quality; identify failure patterns; and provide actionable feedback.
- Identify recurring applicant pain points, investigate root causes, recommend solutions, and help implement process, knowledge, and workflow improvements.
- Communicate financial decisions and next steps clearly, accurately, concisely, and empathetically.
Requirements
- Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated, rapidly changing environment.
- Exceptional written and verbal communication skills, including explaining complex or sensitive topics clearly and accurately.
- Experience investigating problems across connected tools or workflows, identifying root causes and patterns, and distinguishing individual issues from broader problems.
- Experience managing multiple priorities, open issues, and internal dependencies while maintaining documentation, accuracy, and follow-through.
- Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.
- Ability to work from the Easton office in Columbus, OH two days per week.
- Ability to work a Tuesday–Saturday or Sunday–Thursday schedule on an assigned 9:00 a.m.–5:30 p.m. ET or 11:30 a.m.–8:00 p.m. ET shift.
Nice-to-haves
- Experience supporting customers through live chat, phone, and email.
- Experience in a performance-focused environment measured by quality, customer satisfaction, productivity, and speed of service.
- Experience using AI tools to improve work quality, speed, or consistency, including testing outputs and translating findings into actionable feedback or product improvements.
- Track record of improving a process, knowledge resource, customer journey, or operational workflow from problem identification through implementation.
- Experience partnering with Operations, Product, Risk, Compliance, or Engineering to resolve issues.
Compensation and benefits
- Anticipated hourly rate: $25.48/hour.
- Non-exempt position with biweekly pay and overtime eligibility.
- Benefits include health coverage, retirement benefits with company match, employee stock purchase plan, bonus opportunities, and annual equity grants.
Skills
Live Chat, Customer Support, Root Cause Analysis, Issue Escalation, AI Tools, Workflow Automation, Process Improvement, Knowledge Management, Quality Assurance, Lending Operations
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