Wisetack - Customer Experience Associate I (Part-Time)
Requirements
• 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. • Conclusion • Conclusion • The hourly rate for the position is $25.00, plus equity, non-exempt PTO policy, sick pay, 6 paid holidays, and 401k. • Spend a little time on our About Us page and check out our Press page and our blog for more. If you think this might be a fit, we’d love to hear from you! • This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making. Our data practices are described in Wisetack’s Privacy Policy.
Responsibilities
• Deliver exceptional borrower support: Support borrowers by phone and across other channels, helping them navigate applications, approvals, payments, repayment, refunds, and account questions with clarity, empathy, and accuracy. Set clear expectations for next steps, follow-up, and escalations. • Deliver exceptional borrower support: • 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. • Navigate consumer lending with care: • 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. • Own customer outcomes: • 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. • Turn customer contacts into insights: • 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. • Embrace AI and continuous improvement:
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