Customer Success and Loan Underwriting Specialist

As a Customer Success and Loan Underwriting Specialist at Clasp, you will wear multiple hats, including being the first point of contact for customer inquiries and assisting with the loan application process. This dynamic role includes reviewing loan applications, assessing eligibility and risk, and ensuring compliance with lending policies. You'll also provide support via calls, emails, and chat, addressing customer concerns and managing escalated issues with a focus on creating a positive experience.

For the Customer Success and Loan Underwriting Specialist role at Clasp, strong communication skills are essential. While experience in Financial Aid is preferred, it is not a strict requirement. You should possess a customer-focused mindset, be adept at handling escalated calls, and be proactive in resolving issues. Also, you’ll need basic technical skills and a keen attention to detail, ensuring accuracy in loan evaluations.

Clasp is committed to providing a competitive compensation and benefits package, including opportunities for growth within the company. As a Customer Success and Loan Underwriting Specialist, you will work in a fast-paced environment alongside a stellar team, allowing you to develop your skills and advance your career in the workforce solution industry while making a meaningful impact.

The work environment for a Customer Success and Loan Underwriting Specialist at Clasp is dynamic and collaborative. You’ll be part of an energetic team dedicated to revolutionizing access to education and careers. With flexible PTO policies and a commitment to diversity and inclusion, Clasp fosters a workplace where every employee feels valued and empowered to contribute their unique talents.

The Customer Success and Loan Underwriting Specialist position at Clasp offers a competitive hourly wage ranging from $25 to $30, based on experience and qualifications. In addition to this base salary, employees can benefit from an attractive equity component as part of the compensation package, health benefits, 401k, commuter benefits, and a flexible PTO policy aimed at promoting work-life balance.

When answering this question, highlight specific instances where you successfully addressed customer inquiries, particularly in financial settings. Discuss your approach to problem-solving and how you maintained composure during escalated situations, showcasing your strong communication and customer service skills.

Your response should focus on your organizational skills and time management strategies. Explain how you assess urgent tasks versus those that can wait, sharing examples of tools or methods you use to keep track of multiple priorities while ensuring customer satisfaction and compliance.

In your answer, emphasize your attention to detail and experience with compliance-related tasks. Talk about the procedures you follow when reviewing loan applications, how you stay updated on policies, and ways you communicate decisions clearly to customers within the regulatory framework.

Use the STAR method (Situation, Task, Action, Result) to detail a specific instance where you handled an escalated issue. Emphasize your communication skills, empathy, and ability to follow through to ensure a positive outcome for the customer and the company.

In your response, show your ability to simplify complex ideas. Discuss how you would use straightforward language and relatable examples, demonstrating patience and a focus on ensuring the customer feels comfortable and informed throughout the conversation.

Highlight any analytical tools or techniques you’ve used in past positions. Discuss your familiarity with financial reports, data interpretation, and decision-making processes when assessing eligibility, and communicate how you balance risk with the potential benefits to both the borrower and Clasp.

Discuss strategies for building rapport and trust with customers, such as proactive communication and regular updates on their loan status. Mention how you validate their concerns and make them feel supported throughout the process, ensuring they feel valued as clients.

Your answer should reflect your passion for the mission of Clasp and your alignment with their goals. Share what excites you about the opportunity to work at a socially responsible fintech company and how your skill set will contribute to their vision of economic mobility.

Talk about your approach to customer complaints, emphasizing empathy and active listening. Explain how you would clarify the reasoning behind the loan decision while remaining open to further discussion, aiming to leave the customer feeling heard and understood, even if the outcome doesn't change.

Focus on a specific project or task where teamwork was essential to achieving a goal. Describe your role and contributions, highlighting your communication skills and how working collaboratively led to improved outcomes or problem-solving.