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Salary: USD 65,000 - 80,000 / annual
Clasp is a venture-backed fintech startup on a mission to transform access to education and career pathways by connecting employers, educational institutions, and diverse talent through accessible education financing. The company is reshaping workforce development and tackling the student debt crisis—recognized as a Forbes Fintech 50 company and portfolio company of SHRM.
As a Customer Success Associate, you will be the primary point of contact for learners navigating their education financing journey. You'll deliver empathetic, prompt support across multiple channels (calls, email, chat), answering questions about loan products, guiding customers through applications, and resolving issues with care and clarity. Your role is essential to building the trust that powers Clasp's mission of economic mobility.
Key responsibilities include:
- Serving as first point of contact for customer inquiries via calls, email, and chat
- Providing clear information on loan products and application statuses
- Assisting customers with online applications and technical troubleshooting
- Building and maintaining positive relationships throughout the customer journey
- Managing escalated issues with thorough research and timely communication
- Handling complaints and supplying required documentation to external agencies
- Collaborating with internal teams to resolve issues and maintain accurate records
This is a remote role restricted to ET and CT time zones.
Requirements:
- Strong communication skills with ability to clearly explain financial products
- Customer-focused mindset with empathy and ability to handle escalated calls
- Capacity to manage high task volume in a fast-paced environment
- Basic technical proficiency (MS Office, willingness to learn loan origination systems and Zendesk)
- Strong analytical skills with attention to detail and accuracy
- Financial Aid experience is a plus but not required
- Prior loan underwriting experience is a plus but not required
- Must be authorized to work in the United States (no immigration sponsorship available)
