Operations Associate

Department: Operations/Student Success team

Overview of Role

Operations Associates are on the front lines of the student loan process. They are smart, resourceful, and relentlessly cheerful people who work directly with borrowers to help them get an education. They provide quality customer service to our borrowers and partners through phone, email, and live chat communication, in addition to helping underwrite loans, service existing loans, and troubleshooting to improve the Climb Credit experience for our borrowers and partner schools.

Responsibilities

As part of the Operations and Student Success team, you will:

• Serve as the first and most important point of contact for students
• Take ownership of communication with borrowers and partner schools
• Provide guidance, answers, and assistance with payments to students and schools via phone, email, live chat, and text
• Support student application processing as needed
• Identify and execute opportunities for improvement relative to the Associate role
• Streamline communication process while providing excellent customer service

Your Background and Skills

• Upbeat and friendly attitude
• Excellent troubleshooting, documentation, and communication skills—both oral and written
• Ability to act in a responsive and sensitive manner to all customer inquiries
• Superb phone, live chat, and email etiquette
• Experience in people-facing role
• Experience in the banking or finance industry is preferred
• Ability to think outside of the box and find creative ways to solve problems
• A self-directed work style; you can work autonomously and as part of a team
• Ability to work weekends and holidays as needed based on business demands
• Strong attention to detail and organizational skills
• Experience with CRM software, preferably Zendesk and Intercom