Lead Borrower Success Associate in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Borrower Success Associate based in the United States.
This role sits at the heart of borrower operations within a fast-moving, data-driven fintech environment focused on improving financial access and customer experience. You will act as a key operational expert supporting servicing workflows and ensuring borrowers receive timely, accurate, and empathetic support throughout their journey. The position blends hands-on problem solving with cross-functional coordination across operations, onboarding, collections, and loss mitigation teams. You will play a critical role in identifying friction points, resolving escalations, and improving end-to-end servicing processes. The environment is highly collaborative, digital-first, and continuously evolving, requiring strong adaptability and ownership. Your work will directly influence operational efficiency, borrower satisfaction, and scalable growth across servicing functions. This is an opportunity to shape how borrower support is delivered at scale through process excellence and operational leadership.
- Serve as a senior operational expert across servicing workflows, supporting frontline teams with guidance, escalation handling, and issue resolution.
- Monitor queues, backlog trends, and operational health metrics to proactively identify risks and inefficiencies.
- Investigate and resolve complex borrower escalations while balancing compliance requirements, borrower experience, and business priorities.
- Partner with cross-functional teams including operations, onboarding, collections, and loss mitigation to improve workflows and remove blockers.
- Identify process gaps and recommend scalable improvements, automation opportunities, and tooling enhancements.
- Maintain and update operational documentation, SOPs, and training resources to ensure consistency and clarity across teams.
- Support borrower-facing operations across multiple channels as needed, ensuring high-quality service delivery.
- Leverage operational data and insights to prioritize work and continuously improve servicing performance.
- 4–6+ years of experience in operations, servicing, customer support, or workflow/case management in a fast-paced environment.
- Experience working cross-functionally with operations, collections, onboarding, or similar teams in complex workflows.
- Strong experience handling escalations, backlog management, and operational issue resolution.
- Familiarity with CRM or workflow management systems and operational tooling environments.
- Ability to analyze data, identify root causes, and translate insights into process improvements.
- Experience creating or maintaining process documentation, SOPs, or operational playbooks.
- Strong communication skills with the ability to explain complex issues clearly to both technical and non-technical stakeholders.
- Highly organized, adaptable, and comfortable managing competing priorities in ambiguous environments.
- Experience acting as a subject matter expert or informal operational lead is strongly preferred.
- Competitive compensation with eligibility for bonuses, equity, and annual performance-based adjustments
- Comprehensive medical, dental, and vision coverage for employees and families
- Retirement savings plans with employer contributions and long-term financial planning support
- Paid time off, sick leave, and company holidays aligned with local regulations
- Paid parental leave and family support benefits
- Mental health and wellness resources, including employee assistance programs
- Remote-first flexibility with occasional in-person team gatherings and collaboration sessions
- Learning and development support including training resources and career growth opportunities
- Wellness, productivity, and home office support allowances (where applicable)
- Inclusive, mission-driven culture focused on innovation and continuous improvement.