Entry‑Level Customer Experience Associate – Borrower Support Specialist – AI‑Enabled Fintech at brighthush
About brighthush
Since 2018, brighthush has been redefining the consumer lending landscape by building transparent, intuitive products that empower service‑based businesses—think HVAC contractors, veterinary practices, and auto repair shops—to thrive. Our mission is simple: make lending effortless, fair, and customer‑centric. By marrying cutting‑edge technology with a deep commitment to people, we help our partners grow while ensuring borrowers experience clarity and confidence every step of the way.
Our leadership team brings experience from top fintech organizations, and we’re backed by leading venture capital firms that have invested in industry giants such as Airbnb, LinkedIn, Instagram, and Dropbox. With $84 million in funding, brighthush is a well‑capitalized, high‑growth startup that has already earned recognition across the fintech ecosystem:
- Ranked #21 on the 2024 brighthush 5000 for revenue growth
- Ranked #15 on the 2024 brighthush Fast 500 for revenue growth
- 2024 Best Embedded Finance Solution for brighthush Tech Awards
- 2023 Best Consumer Lending Program by brighthush
- 2023 Best Point of Sale Product by brighthush
What truly sets us apart is the feedback from our customers. With a sky‑high Net Promoter Score of 79—well above the industry average of 44 for financial services and 36 for SaaS—our borrowers consistently tell us they trust and love the experience we deliver.
Our culture is built on five core values that guide every decision we make:
- Put customers first – Their success is our success.
- Act fast – Leverage the agility of a startup to solve problems quickly.
- Lead the way – Show, tell, and inspire others.
- Take ownership – Everyone is hands‑on and accountable.
- Be a good human – No egos, just empathy and integrity.
Role Overview
As a Customer Experience Associate – Borrower Support at brighthush, you will be the frontline champion for our borrowers. Your primary mission is to guide them through every stage of the financing journey—applications, approvals, payments, and beyond—while upholding the highest standards of clarity, empathy, and accuracy. In a fast‑moving, AI‑driven environment, you’ll also play a pivotal role in shaping the future of support by leveraging advanced tools to enhance customer outcomes and operational efficiency.
Key Responsibilities
- Deliver Exceptional Borrower Support – Handle inquiries via phone and other channels, ensuring borrowers understand each step of their financing experience. Set clear expectations for next steps, follow‑ups, and escalations.
- Navigate Consumer Lending with Care – Adhere to lending requirements, company policies, and established processes. Identify risks, complaints, or issues that require review and collaborate cross‑functionally to resolve them responsibly.
- Own Customer Outcomes – Take end‑to‑end ownership of borrower issues, coordinating with relevant teams to provide timely, accurate resolutions. Maintain meticulous documentation and keep borrowers informed of status and next steps.
- Turn Contacts into Insights – Spot recurring pain points, process gaps, and product friction. Share actionable insights with Product, Engineering, Risk, Operations, and Merchant Success to drive continuous improvement.
- Embrace AI & Continuous Improvement – Utilize AI tools to boost speed, quality, and efficiency while preserving empathy Apply for this job