Borrower Success Specialist

Job description

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops). Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, Quadrille, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more). Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly. We’re also proud to have received recognition from the fintech world. Awards we’ve won include: - [Ranked #21 on 2024 Inc. 5000](https://www.inc.com/profile/wisetack) based on revenue growth - [Ranked #15 on 2024 Deloitte Fast 500](https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html) based on revenue growth - [2024 Best Embedded Finance Solution](https://informaconnect.com/banking-tech-awards-usa/2024-winners/) for Banking Tech Awards - [2023 Best Consumer Lending Program](https://www.wisetack.com/press/wisetack-wins-2023-best-consumer-lending-program-award) by Tearsheet - [2023 Best Point of Sale Product](https://www.wisetack.com/press/fintech-breakthrough-names-wisetack-best-point-of-sale-solution) by Fintech Breakthrough But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for [financial services](https://customergauge.com/benchmarks/blog/financial-services-nps-benchmarks) and 36 for [SaaS companies](https://customergauge.com/benchmarks/blog/nps-saas-net-promoter-score-benchmarks).) As a result of our efforts in building this healthy company culture, we’ve been nominated to several [Great Places to Work](https://www.greatplacetowork.com/certified-company/7046639) lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance. Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together. This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same: - Put customers first (that’s our M.O.) - Act fast (leverage our startup environment). - Lead the way (show and tell). - Take ownership (everyone is hands-on here). - Be a good human (no egos, build financial products that do right by people). Learn more about our values [here](https://www.wisetack.com/values). ### **The Role** Wisetack is hiring a Borrower Success Specialist to help more borrowers complete and fund larger financing applications. You will own a portfolio of applications and work directly with borrowers to understand how they can move forward seamlessly. You will use judgment to prioritize opportunities, determine the right outreach and follow-up approach, help borrowers (and occasionally merchants) navigate barriers, and move each application toward funding or another clear outcome. Our financial product and process are continuing to evolve, so this role will also have an opportunity to help us learn what works. Through your borrower conversations, you will identify recurring challenges, share feedback with internal teams, test different approaches, and help improve how we support and convert larger financing opportunities over time. This is a hands-on, quota-carrying role for someone who enjoys talking to customers, solving problems, and taking ownership of results. Commission is tied directly to funded loans. ### **Responsibilities** - Own a portfolio of borrower applications and determine where to focus your time based on loan amount, funnel stage, time stalled, borrower circumstances, and likelihood of conversion. - Review individual borrower situations to understand what is preventing an application from progressing and determine the appropriate next steps within Wisetack's established policies and lending requirements. - Contact borrowers by phone, email, and voicemail, adapting your approach based on the borrower's situation, questions, objections, and stage in the financing process. - Determine the appropriate outreach and follow-up approach for your portfolio rather than relying solely on a prescribed cadence or script. - Explain next steps and help borrowers navigate common application barriers while providing an accurate and compliant experience. - Handle borrower questions and objections with empathy, accuracy, sound judgment, and appropriate urgency. - Determine when an issue can be addressed directly and when additional support from Underwriting, Servicing, Operations, or another internal team is needed. - Prioritize and coordinate follow-up across your portfolio to move applications toward funding or another clear outcome. - Meet individual goals for funded loans, funded volume, borrower satisfaction, and conversion. - Log activity, outcomes, and notes in Salesforce. - Identify recurring borrower questions, concerns, and points of friction and share actionable feedback with your manager and internal partners. - Recommend practical improvements to borrower outreach, follow-up, and the overall application experience based on what you are seeing across your portfolio. - Test different outreach timing, messaging, and follow-up approaches and share what is and isn't working. - Participate in improving and documenting best practices as Wisetack continues to develop its approach to conversion for higher loan amounts. - Partner with internal teams when recurring borrower issues may require broader process or operational improvements. This position does not approve or decline credit, change underwriting requirements, or establish financing terms. The role is expected to exercise judgment in managing and prioritizing its portfolio, evaluating individual borrower circumstances, determining appropriate outreach and follow-up approaches, resolving borrower issues within established guidelines, and identifying when additional internal support is needed. ### **Requirements** - Bachelor’s degree in business administration, marketing, communications, or related field - 2+ years of experience in consumer lending, inside sales, financial services, customer-facing growth, home services, or a similar environment. - Comfort with high-volume outbound communication and a proactive, growth-oriented mindset - Strong ability to build trust, handle objections, and motivate action - Good judgment and the ability to assess a situation and determine the appropriate next step without needing a prescribed response for every scenario - Curiosity and an ability to recognize recurring themes across customer conversations - Ability to share clear, practical feedback about what's working and where borrowers are experiencing friction - Empathy and sound judgment in financially sensitive conversations - Strong prioritization, organization, and follow-through - Consistent and accurate documentation - Experience using Salesforce or another CRM - Comfort working toward individual goals in a regulated environment ### **Conclusion** *The base salary for the position is between $55,000-$62,000,* plus *annual target variable of $20,000-$25,000, equity, and* [*benefits*](https://www.wisetack.com/careers)*. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.* Spend a little time on our [About Us page](https://www.wisetack.com/about) and check out our [Press page](https://www.wisetack.com/press) and our [blog](https://www.wisetack.com/blog) for more. If you think this might be a fit, we’d love to hear from you! This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making. Our data practices are described in Wisetack’s [Privacy Policy.](https://wisetack.us/#/privacy)