Operations Associates

Job Description

Our Customer Support Teams :

Deliver an outstanding customer experience by assisting customers with various topics including support with the application process, answering questions regarding loan repayment, self-service options online, and delinquency related issues.

Communication methods include inbound and outbound phone, chat, and email support.

Complete other tasks as assigned to aid in the operational goals of the customer experience team and operations as a whole.

Our Loan Processing Teams :

Process loan applications by reviewing employment, income, identity, and tax documents submitted from potential borrowers;

requesting additional documents as needed to drive applications to a final state.

• Correspond with applicants on the phone and through written correspondence regarding the status of their application, troubleshooting application issues while providing positive customer experience.
• Build trust and cultivate borrower, investor, and colleague relationships.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Required Skills & Experience

Must Haves :

• Financial industry experience (deeper learning curve if not)
• Customer service experience (6+ months)
• Soft skills : communication, customer service, accountability - own metrics (very independent role)
• BA / BS degree, Associates degree, or equivalent work experience OR 3 years of working experience and HS diploma
• Be available to work a 40 hour work week, including evenings and weekends

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.