Operations and Customer Success Associate


(New York, New York)
Full Time
Job Posting Details
About CommonBond
CommonBond is building the leading values-driven, customer-centric financial services company and is looking for people who want to help our company grow. Our mission starts by tackling the broken student lending market and changing the way people think about student loans. We accomplish this with lower interest rates for our borrowers, a state-of-the art technology platform, and high-touch customer service.
We are looking for the next member to join our operations team in a cross-functional role that is equal parts customer advocacy, process management, and ensuring that our loans meet program and regulatory requirements. You will help deliver world-class customer support as well as complete itemized testing of the company’s operational processes and product performance. You will report directly into the Loan Operations Manager and be involved in different workflows across the Operations team. Excelling in this role will mean proactively anticipating challenges, identifying and clearly articulating issues in our systems, and striving for a seamless experience for our borrowers.
As Operations and Customer Success Associate you will be the eyes, ears, voice, and soul of CommonBond’s connection to our borrower community. You will develop and execute both inbound and outbound communications strategies to ensure every student and graduate we touch has an incredible experience. * Handle client inquiries and problems throughout the loan application process * Have an in-depth knowledge of our products and systems and be able to discuss all product features with applicants, members, and internal stakeholders * Conduct loan reviews at various stages in our application to identify trends and ensure the highest quality performance of our product and underwriting * Collect, aggregate, and draw insights from information gathered during communication and loan reviews; turn these insights into action plans with the product, marketing, business development, risk, and compliance teams * Help create and implement operational processes for new products and workflows
Ideal Candidate
In terms of your background, you may come from several different places. You may come from an operations role at a bank or project management at an agency. The common thread is that you are meticulous and well organized, get along well with numbers, and are detail-oriented. CommonBond is a fast-paced, exciting environment where new opportunities emerge every day. You will pick up on our relatively short, but powerful heritage of service and loan portfolio performance and you will take us to the next level. * Fantastic communication skills – you can talk to anyone and are a great writer * Attention to detail – you’re meticulous and curious to understand how things work * Strong computer skills (MS Office, basic internet skills, savvy enough to pick up new systems) * Nimble – able to handle changing tasks and priorities and adapt quickly * Team player – you want to be relied upon and you understand how others make your goals achievable * 1-2 years of experience * Bachelor’s degree and an objectively strong academic record * Ability to work full-time, standard office hours is a must
Compensation and Working Conditions
Reports to Loan Operations Manager


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