Remote Senior Borrower Success Specialist

United States Digital Space LLC; United States; Remote; USD 67,079,000 - 89,401,000; Full time

Benefits offered by this job

Remote work (US)

Evening coverage

Job summary

United States Digital Space LLC is hiring a Borrower Success Associate for a remote role supporting evenings in the Eastern Time zone. You will resolve borrower inquiries via email, chat, and phone, applying policies and resources to ensure accurate, timely resolutions while maintaining a high level of borrower satisfaction.

The position emphasizes ownership of cases, use of approved AI tools, and collaboration with a team focused on reducing friction in loan servicing.

Qualifications

• Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment
• Experience communicating with customers or other 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
• Experience in customer service, a contact center, borrower servicing, banking, lending, or another high-volume support environment
• Ability to communicate complex or sensitive information clearly and thoughtfully 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 the ability to review and validate AI-generated information before using it
• BA/BS degree, associate degree, or equivalent work experience. Recent graduates or candidates with equivalent practical experience are encouraged to apply

Responsibilities

• Resolve complex borrower inquiries across email, chat, phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing
• Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions
• Take ownership of cases through resolution, recognizing when additional guidance or 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 that can improve resources and servicing processes
• Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs against approved sources and borrower-specific information

Skills

Customer support experience

Written and verbal communication

Research skills

Documentation skills

Generative AI familiarity

Education

BA/BS or equivalent

Job description

United States Digital Space LLC is hiring a Borrower Success Associate for a remote role supporting evenings in the Eastern Time zone. You will resolve borrower inquiries via email, chat, and phone, applying policies and resources to ensure accurate, timely resolutions while maintaining a high level of borrower satisfaction.

The position emphasizes ownership of cases, use of approved AI tools, and collaboration with a team focused on reducing friction in loan servicing.