About Ascendus
Ascendus is a mission-driven, nationwide Community Development Financial Institution (CDFI) with over 30 years of experience empowering small business owners. We provide access to capital and financial coaching to help entrepreneurs achieve financial health and ascend toward lasting success. Dedicated to building thriving businesses and vibrant communities, we have delivered over $420 million in financial support to more than 56,000 entrepreneurs across the country, building a future of financial ascension for all.
Mission of the Role
The Payment Support Associate plays a key role in supporting clients through the loan repayment process. This position is responsible for providing excellent client service, monitoring account activity, assisting with repayment solutions, and supporting the Credit Risk and Loan Servicing team in minimizing portfolio delinquency. The role requires strong organizational skills, attention to detail, and a commitment to delivering a high-quality client experience.
Core Responsibilities
1. Credit Risk & Repayment Support (40%)
- Manage a high volume of client phone interactions while adhering to FDCPA standards and maintaining professionalism.
- Assist clients in exploring repayment options, balancing client needs with organizational goals to support the department’s goal of maintaining delinquency below 4%.
- Support administrative processes related to account management, including returned mail, late notices, and documentation updates.
- Collaborate with the Credit Risk and Loan Servicing team to support strategies that maintain portfolio health and reduce write-offs.
2. Operational Support & Process Efficiency (30%)
- Support daily operations by assisting with documentation, data entry, and recordkeeping to ensure timely and accurate loan servicing.
- Assist with identifying inefficiencies and suggest potential improvements to workflow and documentation processes.
- Collaborate with internal departments to ensure effective communication and resolution of client repayment matters.
3. Client Services & Inquiry Management (20%)
- Address client and internal staff inquiries related to account adjustments, billing statements, promissory notes, loan funding, and repayment logistics.
- Ensure compliance with client correspondence requirements, including accurate documentation and timely follow-up.
- Monitor the loan service inbox daily to ensure client requests and documentation are handled efficiently.
- Maintain organized and secure storage systems for both physical and electronic client records in accordance with compliance standards.
4. Client Repayment Strategy Execution (10%)
- Support the development and implementation of repayment strategies tailored to client needs, including payment arrangements and account adjustments.
- Help identify trends in delinquency or repayment issues and share observations to enhance client communication and servicing.
- Contribute to departmental goals in alignment with Ascendus’ mission to promote financial health for clients.
Key Competencies
- Job Knowledge: The depth and breadth of know-how to perform essential duties and functions of the job. The level of compliance with degree, certification, and training requirements. Understanding of how individual job performance furthers organizational objectives. Willingness to update and expand skills, knowledge, and training.
- Productivity: The level of work output or efficiency as compared to a standard or compared to others. The ability to use time and resources well.
Communication: The ability to effectively converse and listen to others concerning company matters. The use of proper written and grammatical skills, and the meaningful application of computer technology [e-mail, Internet, etc.].
- Dependability: The degree of follow-through on assignments. The degree to which the employee can be counted on to complete assignments in a timely and competent manner. The degree to which the employee is self-directed, takes initiative, and is proactive.
- Policy Compliance: The degree to which the employee has a knowledge of and complies with organizational policies.
- Recordkeeping: The level at which accurate and complete records are kept related to area of responsibility (data, employees, accounts, clients, sales, orders, shipping, receiving, production, etc.). The ability to accurately record, organize, and store company information. Compliance with established recordkeeping procedures and legal requirements.
- Customer Relations: The degree to which customer service and professional rapport is demonstrated in the day-to-day business environment.
Skills and Qualifications
- Bilingual (Spanish and English) fluency required.
- High school diploma or equivalent required; college degree or relevant experience preferred.
- Experience in a customer service or call center environment preferred.
- Proficiency in Microsoft Office Suite (Excel and Word) required.
- Ability to work remotely and overtime when required.
- Legal authorization to work in the United States required.
- Willingness to cross-train and take on additional tasks as assigned.
- Availability to work overtime when needed.
Compensation & Benefits
- Competitive salary based on experience.
- Robust 100% employer paid medical, dental, and vision coverage for employee and family. Health plan offers $0 deductible and 0% co-insurance.
- Monthly mobile phone stipend of $30.
- Eligibility for 401(K) participation after 30 days of employment, and employer-match of up to 3% of annual salary.
- Flexible time off.
How to apply
Click here to apply!
The salary range for this position is $42K- $50K