Customer Service Operations Associate Jobs in Worcester, MA

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30%+ each year over the last nine years.
Here you will find hard-working colleagues who come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: Associate, Credit Servicing Operations

You Report to: Manger, Funding

Your Location: Remote

Your Hours: 11:30AM-8 PM EST  or 12:30PM-9 PM EST (if located in mountain or pacific time zone). 

Your compensation: $25.54/hr plus a bonus!

Learn more about our awesome Funding Department

First Help Financial, voted and certified as a "Great Place to Work" by our workforce for five years in a row, is adding a new partner to our Funding department to accommodate our remarkable growth!

The Associate, Credit Servicing Operations, supports the Funding team in executing the full range of credit servicing and funding duties. This role is responsible for ensuring accurate contract review, timely deal funding, exception handling, and applicant follow-up, while maintaining strong dealer relationships and adhering to all applicable underwriting and compliance standards. The Associate is expected to develop deep proficiency across all funding functions and contribute to the overall quality and efficiency of the team.

What you will do:

 Your duties include, but are not limited to: 

• Match new deals to ensure the contract aligns with the latest approved loan structure offer.  
• Apply underwriting knowledge and judgment to evaluate and grant exceptions within the funding process.  
• Utilize funding resources and underwriting expertise to negotiate and address fee access for loans that have deviated from the approved underwriting framework.  
• Handle escalated funding exception requests in a timely and professional manner.  
• Complete the funding process to ensure deals are paid out in a timely manner, including supporting the QA team in booking out deals accurately.  
• Conduct applicant follow-up interviews when discrepancies are identified during the funding process, ensuring thorough documentation for further investigation.  
• Provide support and training to new associates as part of ongoing team development efforts.  
• Evaluate funding underwriting review requests and ensure application information is updated accurately and in a timely manner. 

What you bring:

• Minimum of 1 year of experience in an underwriting or funding role within the auto lending industry.
• Willingness to learn and demonstrate comprehension of funding compliance standards, adhering to all applicable state-by-state requirements.
• High school diploma or GED equivalent required.
• Subject matter expertise in underwriting and credit analyst policies and procedures.
• Excellent verbal and written communication skills.
• Strong customer service and de-escalation skills.

Additional Competencies

• Strong leadership and interpersonal skills with the ability to collaborate effectively across teams.
• Strong analytical and organizational skills with great attention to detail.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to multitask and manage competing priorities effectively in a fast-paced environment.

FHF Benefits:

• Great Perks - We offer generous salaries, competitive health and welfare benefits, paid vacation, 401(k) match, tuition reimbursement, quarterly social outings, monthly lunches, a robust employee recognition, and training development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF's extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of all genders, race, culture, sexual orientation, age, and other identities. We will make accommodations when interviewing anyone with special needs.