Customer Success and Loan Underwriting Specialist

About Us:

Clasp is a venture-backed, mission-driven startup transforming access to education and career pathways. We are revolutionizing the way employers attract and retain critical talent while simultaneously tackling the student debt crisis. (Yep, we think BIG.) Our innovative platform meaningfully connects employers, educational institutions, and diverse talent to drive mutual benefit—using accessible education financing as the thread. We like to think of ourselves as more than a fintech; we’re a catalyst for economic mobility. 

A Forbes Fintech 50 company, portfolio company of SHRM (Society of Human Resource Management — the largest HR organization out there!) and recipient of “43 Start Ups to Bet Your Career On in 2025” by Business Insider, Clasp is driven by our commitment to social impact and innovation. We are reshaping the future of the workforce one opportunity at a time. Join us on our journey to give power to learners and unlock fulfilling careers that drive positive change in their communities and beyond.

We are looking for a Customer Success Associate to join our dynamic team, with responsibilities that also include Loan Underwriting and Customer Relations. In this multi-faceted role, you will be responsible for evaluating loan applications, assessing risk, ensuring compliance with lending policies, and advocating for our customers throughout the loan process. Additionally, you will serve as the first point of contact for customer inquiries via phone, email, and chat, ensuring exceptional service and seamless communication. You will guide customers through the application process, address concerns, and resolve issues, all while maintaining a positive and customer-centric experience.

• Customer Success (Support via Calls, Email, and Chat):
• Answer customer inquiries promptly, providing clear information on loan products and statuses.
• Assist customers with online applications and troubleshooting.
• Deliver personalized support with empathy, while maintaining positive relationships with customers at every stage of their journey.
• Serve as the main point of contact for customers, addressing inquiries, resolving concerns, and managing escalated issues with clear and timely communication to ensure smooth and efficient resolutions.
• Capable of handling complaints, conducting thorough research, and supplying required documentation to external agencies as needed. 

• Loan Underwriting:
• Review loan applications, credit reports, and financial documents to assess eligibility and risk.
• Communicate loan decisions clearly, ensuring compliance with company and legal standards.
• Collaborate with internal teams to resolve underwriting issues and maintain accurate files.

• Experience with Financial Aid preferred but not required
• Strong communication skills, with an ability to clearly explain loan products.
• Customer-focused, empathetic, able to effectively handle escalated calls, and proactive in resolving issues.
• Ability to handle a high volume of tasks in a fast-paced environment.
• Basic technical skills and willingness to learn new tools (e.g., MS Office, loan origination systems, Zendesk)
• Strong analytical skills with attention to detail and accuracy.

• Competitive cash and equity compensation 
• Health benefits (health, dental, & vision)
• 401k
• Commuter benefits
• Flexible PTO policy
• Opportunities to grow and perform in a fast-paced environment alongside a stellar team.

If you are a highly driven individual with a passion for technology, and you thrive in a dynamic and fast-paced environment, we want to hear from you! Join us in revolutionizing the workforce solution industry and making a meaningful impact on businesses worldwide. Apply now to be a part of our growing team! We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents. Clasp is an equal opportunity employer and prohibits discrimination and harassment of any kind. We embrace diversity and are dedicated to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.