Customer Experience Associate I (Part-Time)

Wisetack

10h

About The Position

Wisetack is hiring a part-time Customer Experience Associate I, Borrower Support, to help borrowers navigate their financing experience with clarity, empathy, and accuracy. Customer experience is described as a competitive advantage, and the role calls for sound judgment, strong follow-through, and care in high-stakes lending conversations. The associate supports borrowers by phone and other channels with applications, approvals, payments, repayment, refunds, and account questions. They own issues through resolution, set expectations about next steps and escalations, document interactions, and coordinate with internal teams. The role also involves following lending requirements and company processes, identifying issues that need review, sharing customer insights to improve products and operations, and using AI tools to improve support while protecting privacy, accuracy, empathy, and trust. Support for merchants may also be needed as business needs evolve.

Requirements

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.
Comfort supporting customers over the phone for most of the workday 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 in another environment where accuracy, consistency, and attention to detail are critical.
Experience using Salesforce, Zendesk, or similar customer support platforms.
Willingness to work weekends.

Nice To Haves

Bachelor's degree preferred.
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.

Responsibilities

Support borrowers by phone and across other channels with applications, approvals, payments, repayment, refunds, and account questions.
Set clear expectations for next steps, follow-up, and escalations.
Follow lending requirements, company policies, and established processes; identify risks, complaints, or issues that need review.
Partner cross-functionally to resolve issues responsibly, balancing customer advocacy with responsible lending practices.
Own borrower issues from first contact through resolution, coordinating follow-up across teams and delivering timely answers.
Document interactions accurately and keep borrowers informed about status, ownership, and next steps.
Identify recurring pain points, process gaps, product friction, and operational opportunities, and share insights with internal partners.
Help improve documentation, workflows, macros, and scalable fixes.
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 adapt as business needs evolve, including supporting merchants.