Senior Borrower Success Associate
Resolves complex borrower inquiries across email, chat, and phone while researching issues, documenting cases, and applying servicing policies. The role requires customer-support experience, strong written and verbal communication, careful investigation, and accurate use of support systems and approved AI tools.
About the job
Responsibilities
- Resolve complex borrower inquiries via email, chat, phone, and other support channels, including questions about fees, refunds, accounts, and loan servicing.
- Investigate borrower concerns using systems, policies, and resources to provide accurate and efficient resolutions.
- Own cases through resolution and identify when 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 to improve support resources and servicing processes.
- Use approved generative AI tools to organize information, research cases, and draft or refine communications; validate outputs against approved sources and borrower-specific information.
Requirements
- Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment.
- Experience communicating with customers or 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.
- Ability to support evening coverage for a team operating until 9:00 p.m. Eastern Time.
Nice-to-Haves
- Customer service, contact center, borrower servicing, banking, lending, or other high-volume support experience.
- Ability to communicate complex or sensitive information clearly across email, chat, and phone.
- Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools.
- Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment.
- Familiarity with generative AI tools and ability to review and validate AI-generated information.
- BA/BS degree, associate degree, or equivalent work experience.
Compensation and Benefits
- Anticipated hourly pay range: $23.41–$31.20 USD, varying by geographic compensation region.
- Target bonuses, equity compensation, and benefits including medical, dental, vision, retirement savings with company match, paid time off, family and parental leave, wellness resources, and employee assistance programs.
Skills
Customer Support, Case Management, Customer Relationship Management, Generative AI, Email Support, Chat Support, Phone Support, Loan Servicing, Knowledge Management
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