Payment Support Associate
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AI Summary
About Ascendus
Ascendus is a nonprofit small business lender working to create economic opportunity by providing entrepreneurs with access to the capital and the business support they need to develop and grow healthy enterprises and contribute to thriving local economies. As an accredited CDFI, since 1991, Ascendus has provided almost $600 million to over 70,000 small business owners across the country. For more information, visit www.ascendus.org.
Mission of the Payment Support Associate
The Payment Support Associate plays a critical role in protecting the health of Ascendus' loan portfolio management while helping entrepreneurs successfully navigate repayment challenges. Through proactive client engagement, effective repayment solutions, and disciplined portfolio management, this role supports both borrower success and the organization's long-term financial sustainability. The Payment Support Associate reports to the Director of Credit Risk.
Key Outcomes
The Payment Support Associate will achieve the following:
Credit Risk and Repayment Support (40%)
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Manage a high volume of client phone, email, and written communications while adhering to FDCPA standards and maintaining professionalism.
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Proactively engage borrowers experiencing payment challenges to understand the underlying cause of delinquency, identify appropriate repayment solutions, negotiate repayment arrangements when appropriate, and support the organization's portfolio quality objectives of maintaining delinquency below 4%.
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Support recovery and account management activities by coordinating with approved third-party payment support vendors, posting recoveries, following up on charged-off accounts, and maintaining accurate account documentation, including returned mail and late notices.
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Collaborate with the Credit Risk and Loan Servicing team to support strategies that maintain portfolio health and reduce write-offs.
Operational Support and Process Efficiency (30%)
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Support daily operations by assisting with documentation, data entry, and recordkeeping to ensure timely and accurate loan servicing.
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Assist with bank report reconciliation and other repayment-related operational tasks as assigned.
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Identify account trends, recurring issues, and inefficiencies, and suggest improvements to workflow and documentation processes.
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Partner with the Technology department to report system issues, support data cleanup efforts, and assist with testing or implementing servicing/payment support enhancements.
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Collaborate with internal departments to ensure effective communication and resolution of client repayment matters.
Client Services and Inquiry Management (20%)
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Address client and internal staff inquiries related to account adjustments, billing statements, promissory notes, loan funding, and repayment logistics.
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Ensure compliance with client correspondence requirements, including accurate documentation and timely follow-up.
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Monitor the loan service inbox daily to ensure client requests and documentation are handled efficiently.
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Maintain organized and secure storage systems for both physical and electronic client records in accordance with compliance standards.
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Perform periodic office responsibilities, including processing physical mail, as needed.
Client Repayment Strategy Execution (10%)
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Support the development and implementation of repayment strategies tailored to client needs, including payment arrangements and account adjustments.
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Help identify trends in delinquency or repayment issues and share observations to enhance client communication and servicing.
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Actively participate in team meetings, contributing updates and ideas to support operational efficiency.
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Contribute to departmental goals in alignment with Ascendus' mission to promote financial health for clients.
Key Competencies
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.].
Customer Relations: The degree to which customer service and professional rapport is demonstrated in the day-to-day business environment.
Accountability: The degree to which one is answerable and responsible for actions and performance either individually or on a team.
Attention to detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
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.
Analytical Skills: The ability to observe, evaluate, summarize, and apply meaningful data in the problem-solving process. The level of logical reasoning necessary to connect required actions to desired outcomes. The ability to forecast events based upon current situations. Demonstrated skill in generating alternative solutions to problems.
Organizational Skills: The ability to manage tasks, projects, information, and materials within a well-ordered system. The degree to which multiple assignments are managed and completed according to established schedules.
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.
Policy Compliance: The degree to which the employee has a knowledge of and complies with organizational policies.
Teamwork: The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals.
Adaptability: The degree to which one demonstrates openness to change and new ideas. Ability to adjust to changing work requirements and respond to new situations.
Skills and Qualifications
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Bilingual (Spanish and English) fluency required.
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High school diploma or equivalent required; college degree or relevant experience preferred.
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Minimum 1–2 years of experience in customer service, loan servicing, payment support, or financial services; call center experience preferred.
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Knowledge of FDCPA and payment support best practices preferred.
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Proficiency in Microsoft Office Suite (Outlook, Excel, and Word) required.
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Ability to work remotely and overtime when required.
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Must be located in the New York City or tri-state area.
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Legal authorization to work in the United States required.
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Willingness to cross-train and take on additional tasks as assigned.
Compensation and Benefits
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Competitive salary based on experience and qualifications.
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Comprehensive health benefits with generous employer contributions toward medical, dental, and vision coverage for employees and their families.
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Employer-paid HRA card for medical expenses like co-pays and prescriptions.
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Monthly mobile phone stipend of $30.
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Eligibility for 401(K) participation after 30 days of employment, and employer-match of up to 3% of annual salary.
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Flexible time off.
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