Customer Success Associate

Job Summary

Serving as the first point of contact for customers, the full-time Customer Success Associate will provide empathetic support via calls, email, and chat while assisting learners with their education financing journey and resolving inquiries and issues remotely.

Key responsibilities

• Deliver prompt and clear support to customers, answering inquiries about loan products and statuses
• Assist customers with online applications and troubleshoot issues to ensure a smooth experience
• Build and maintain positive relationships with customers, addressing concerns and managing escalated issues effectively

Required qualifications

• Strong communication skills to explain loan products clearly
• Customer-focused and empathetic, with the ability to handle escalated calls
• Ability to manage a high volume of tasks in a fast-paced environment
• Basic technical skills and willingness to learn new tools, such as MS Office and Zendesk
• Experience with Financial Aid or prior loan underwriting experience is a plus, but not required