Senior Customer Contact Specialist, Chat Support
Core
Senior Customer Contact Specialist handling live chat and phone support for loan applicants in a regulated lending environment, investigating complex issues and improving AI-powered support workflows.
Role type
Senior Customer Contact Specialist (Chat/Phone)
Builds
Customer support interactions and AI support tool improvements
Domain
Fintech / Lending
Deliverable
client delivery
Required skills
Complex issue resolution, Multi-channel communication, Root cause analysis, Cross-functional collaboration, Process improvement, AI tool utilization
Preferred skills
Performance management, AI output evaluation, Workflow optimization, Stakeholder partnership
Technologies
AI tools, Lending platforms, Internal support systems
Responsibilities
Engage with applicants via live chat and phone to resolve complex application questions and handle escalations. Investigate complex problems across connected tools to identify root causes and determine the right path forward. Own issues from start to finish, coordinating with Operations, Product, Risk, Compliance, and Engineering. Use AI tools to research, analyze, and solve problems, and provide feedback to refine prompts and workflows. Identify recurring pain points and implement improvements to reduce friction and enhance team effectiveness.
Seniority
Senior, hands-on IC
