Customer Experience Associate I

The Role

At Wisetack, customer experience is a competitive advantage. As a Customer Experience Associate I, Borrower Support, you will help borrowers navigate their financing experience with clarity, empathy, and accuracy. This role requires sound judgment, strong follow-through, and the ability to protect consumer trust in high-stakes lending conversations.

As an AI-forward company, we’re excited about candidates who are curious, adaptable, and eager to use AI tools to work more effectively, improve customer outcomes, and help shape the future of support at Wisetack.

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.
• 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.
• 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.