Customer Success Associate
You will serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email. You will guide customers through applications, resolve blockers, explain financial concepts clearly, troubleshoot customer and platform issues, complete compliance steps accurately, identify trends, support team effectiveness, and participate in training and licensing programs.
Responsibilities
- Serve as a first point of contact for prospective and existing customers across phone, chat, and email
- Help customers navigate the application process and resolve blockers
- Build expertise in HELOCs and other financial products and processes
- Explain complex financial concepts clearly
- Provide troubleshooting support for customer and platform issues
- Complete compliance-related steps accurately and consistently
- Identify trends and share ideas to improve customer experience and team effectiveness
- Participate in training and licensing programs
Requirements
- 1+ year of experience in a customer-facing role
- Strong verbal and written communication skills
- Ability to explain complex information clearly and build trust with customers
- Comfort working in a structured, fast-paced, high-volume environment
- Strong attention to detail and ability to follow process accurately
- Confidence learning new systems and navigating multiple technology platforms
- Ability to complete required compliance training
- Adherence to company security policies and data handling procedures
- Completion of mandatory security awareness training
- Ability to report suspected security incidents or suspicious activity
Benefits
- Company-paid medical, dental, and vision benefits for employees and dependents on select plans
- Paid holidays
- PTO
- Sick time
- Hybrid flexibility after training
- Continuing education reimbursement
- Paid family leave
- New Hire and Anniversary Swag
- Employee Recognition Program