AI-Driven Borrower Support Specialist

Wisetack; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Stock options

401(k) plan

Comprehensive health plans

Flexible PTO

FSA/HSA

Additional health services memberships

Learning and development stipends

Commuter benefits

Job summary

Wisetack is seeking a Customer Experience Associate I, Borrower Support to help borrowers navigate applications, payments, and account questions with clarity and empathy. You will respond across channels, set expectations, and ensure accurate resolutions.

The role requires sound judgment, strong follow-through, and comfort with AI tools to improve speed and outcomes while upholding privacy and trust. You’ll partner with Product, Engineering, Risk, and Operations to drive better borrower

Qualifications

• 2+ years in customer support or similar role
• Experience with consumer lending or regulated industries
• Strong written and spoken English

Responsibilities

• Provide borrower support by phone and across other channels, helping with applications, approvals, payments, repayment, refunds, and account questions
• Document interactions accurately and keep borrowers informed on status, ownership, and next steps
• Identify recurring issues and share insights with Product, Engineering, Risk, and Operations
• Use AI tools to improve speed, quality, and outcomes while protecting privacy and trust
• Escalate and coordinate across teams to ensure timely resolution of borrower inquiries

Skills

Communication skills

AI tools familiarity

Customer support experience

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree preferred

Tools

Salesforce

Zendesk

Job description

Wisetack is seeking a Customer Experience Associate I, Borrower Support to help borrowers navigate applications, payments, and account questions with clarity and empathy. You will respond across channels, set expectations, and ensure accurate resolutions.

The role requires sound judgment, strong follow-through, and comfort with AI tools to improve speed and outcomes while upholding privacy and trust. You’ll partner with Product, Engineering, Risk, and Operations to drive better borrower