Customer Experience Associate: Borrower Support & AI Tools

Wisetack; United States; On-site; USD 55,000 - 85,000; 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 guide borrowers through the financing process with clarity and empathy. You will handle applications, approvals, payments, repayments, refunds, and account questions across multi-channel support, while staying aligned with lending requirements and company policies.

You will collaborate across teams to resolve issues, share insights for product and process improvements, and utilize AI tools to boost speed and outcome

Qualifications

• 2+ years in customer support, customer success, financial services, operations, or another customer-facing role.
• Excellent verbal and written communication skills.
• Willingness to work weekends.
• Comfortable in a high-volume phone support environment.
• Experience using AI tools to improve workflows or outcomes.
• Familiarity with consumer lending regulations or compliance-driven support.

Responsibilities

• Deliver exceptional borrower support across phone and other channels with clarity, empathy, and accuracy.
• Own borrower issues from first contact through resolution and coordinate with teams for timely updates.
• Identify recurring pain points and opportunities to improve documentation, workflows, and tools.
• Protect consumer trust and adhere to lending requirements and policies while solving problems.

Skills

Customer support

Communication

AI tools

Problem solving

Cross-functional collaboration

Regulatory awareness

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

Job description

Wisetack is seeking a Customer Experience Associate I, Borrower Support to guide borrowers through the financing process with clarity and empathy. You will handle applications, approvals, payments, repayments, refunds, and account questions across multi-channel support, while staying aligned with lending requirements and company policies.

You will collaborate across teams to resolve issues, share insights for product and process improvements, and utilize AI tools to boost speed and outcome