AI-Powered Customer Experience Associate (Borrower Support)

Wisetack; United States; Remote; USD 28,000 - 40,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Wisetack seeks a Customer Experience Associate I, Borrower Support in the United States. You will guide borrowers through applications, approvals, payments, and account questions with empathy and accuracy, while upholding high standards of trust and compliance.

You will leverage AI tools to improve workflows, work in a high-volume environment, and collaborate with cross-functional teams to deliver outstanding customer outcomes.

Qualifications

• Bachelor's degree preferred.
• 2+ years of experience in customer support, customer success, financial services, operations, or another customer-facing role.
• Experience leveraging AI tools to improve customer support workflows or operational efficiency.
• Comfortable spending the majority of your workday supporting customers over the phone in a high-volume environment.
• Excellent verbal and written communication skills.
• Demonstrated ownership and follow-through from initial customer contact through final resolution.
• Experience working with consumer lending products or other environments where accuracy, consistency, and attention to detail are critical.
• Experience using Salesforce, Zendesk, or similar customer support platforms.
• Willingness to work weekends.
• Experience supporting borrowers or consumers in lending, banking, payments, fintech, insurance, healthcare, or another highly regulated industry.
• Familiarity with consumer lending regulations or compliance-driven customer support.

Responsibilities

• Deliver exceptional borrower support by phone and across other channels, helping borrowers navigate applications, approvals, payments, repayment, refunds, and account questions with clarity, empathy, and accuracy. Set clear expectations for next steps, follow-up, and escalations.
• Navigate consumer lending with care: Follow lending requirements, company policies, and established processes while identifying risks, complaints, or issues that need review. Partner cross-functionally to resolve issues responsibly and balance customer advocacy with responsible lending practices.
• Own customer outcomes: Own borrower issues from first contact through resolution, following up and coordinating across teams to deliver timely answers. Document interactions accurately and keep borrowers clear on status, ownership, and next steps.
• Turn customer contacts into insights: Identify recurring pain points, process gaps, product friction, and operational opportunities. Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners to improve documentation, workflows, macros, and scalable fixes.
• Embrace AI and continuous improvement: Use AI tools to improve speed, quality, customer outcomes, and efficiency while protecting empathy, accuracy, privacy, and trust. Share best practices, explore better ways of working, and stay flexible as business needs evolve, including support for merchants.

Skills

Customer support

AI tools

Phone support

Ownership

Attention to detail

Consumer lending

Regulatory compliance

Communication

High-volume environment

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Job description

Wisetack seeks a Customer Experience Associate I, Borrower Support in the United States. You will guide borrowers through applications, approvals, payments, and account questions with empathy and accuracy, while upholding high standards of trust and compliance.

You will leverage AI tools to improve workflows, work in a high-volume environment, and collaborate with cross-functional teams to deliver outstanding customer outcomes.