Borrower Success Specialist

Wisetack

4d•$55,000 - $87,000

About The Position

Wisetack is building transparent and intuitive consumer lending products for service-based businesses. The company is well-funded, has a strong leadership team from top fintech companies, and is backed by leading VCs. Wisetack has received recognition for its revenue growth and product solutions, and boasts a high NPS rating and positive company culture, having been nominated for several Great Places to Work lists. They are looking for individuals who align with their company values: putting customers first, acting fast, leading the way, taking ownership, and being a good human. This role is a hands-on, quota-carrying position focused on helping borrowers complete and fund larger financing applications.

Requirements

Bachelor’s degree in business administration, marketing, communications, or related field
2+ years of experience in consumer lending, inside sales, financial services, customer-facing growth, home services, or a similar environment.
Comfort with high-volume outbound communication and a proactive, growth-oriented mindset
Strong ability to build trust, handle objections, and motivate action
Good judgment and the ability to assess a situation and determine the appropriate next step without needing a prescribed response for every scenario
Curiosity and an ability to recognize recurring themes across customer conversations
Ability to share clear, practical feedback about what's working and where borrowers are experiencing friction
Empathy and sound judgment in financially sensitive conversations
Strong prioritization, organization, and follow-through
Consistent and accurate documentation
Experience using Salesforce or another CRM
Comfort working toward individual goals in a regulated environment

Responsibilities

Own a portfolio of borrower applications and determine where to focus your time based on loan amount, funnel stage, time stalled, borrower circumstances, and likelihood of conversion.
Review individual borrower situations to understand what is preventing an application from progressing and determine the appropriate next steps within Wisetack's established policies and lending requirements.
Contact borrowers by phone, email, and voicemail, adapting your approach based on the borrower's situation, questions, objections, and stage in the financing process.
Determine the appropriate outreach and follow-up approach for your portfolio rather than relying solely on a prescribed cadence or script.
Explain next steps and help borrowers navigate common application barriers while providing an accurate and compliant experience.
Handle borrower questions and objections with empathy, accuracy, sound judgment, and appropriate urgency.
Determine when an issue can be addressed directly and when additional support from Underwriting, Servicing, Operations, or another internal team is needed.
Prioritize and coordinate follow-up across your portfolio to move applications toward funding or another clear outcome.
Meet individual goals for funded loans, funded volume, borrower satisfaction, and conversion.
Log activity, outcomes, and notes in Salesforce.
Identify recurring borrower questions, concerns, and points of friction and share actionable feedback with your manager and internal partners.
Recommend practical improvements to borrower outreach, follow-up, and the overall application experience based on what you are seeing across your portfolio.
Test different outreach timing, messaging, and follow-up approaches and share what is and isn't working.
Participate in improving and documenting best practices as Wisetack continues to develop its approach to conversion for higher loan amounts.
Partner with internal teams when recurring borrower issues may require broader process or operational improvements.