Payment Support Associate

About AscendusAscendus 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 AssociateThe 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 OutcomesThe Payment Support Associate will achieve the following:Credit Risk and Repayment Support (40%) Manage a high volume of client phone, email, and written communications.Proactively engage borrowers facing payment challenges to identify causes, develop appropriate repayment solutions, and support the organization’s goal of maintaining delinquency below 4%.Support recovery and account management activities by coordinating with payment support vendors, posting recoveries, following up on charged-off accounts, and maintaining accurate account documentation.Collaborate with the Credit Risk and Loan Servicing team to support portfolio health and reduce write-offs. Operational Support and Process Efficiency (30%) Support daily operations, including documentation, data entry, recordkeeping, and bank report reconciliation.Identify account trends and process inefficiencies and recommend workflow improvements.Partner with the Technology team on system issues, data cleanup, testing, and servicing enhancements.Collaborate across departments to resolve client repayment matters.Client Services and Inquiry Management (20%) Address client and internal staff inquiries related to account adjustments, billing statements, promissory notes, loan funding, and repayment logistics.Ensure compliance with client correspondence requirements, including accurate documentation and timely follow-up.Monitor the loan service inbox daily to ensure client requests and documentation are handled efficiently.Maintain organized and secure storage systems for both physical and electronic client records in accordance with compliance standards.Perform periodic office responsibilities, including processing physical mail, as needed.Client Repayment and Support (10%)Assist with established repayment solutions, including payment arrangements and approved account adjustments.Monitor repayment activity and flag recurring delinquency or repayment issues to the appropriate team members.Share relevant updates and observations during team meetings and contribute to departmental efforts that promote operational efficiency and clients’ financial health.Key CompetenciesCustomer 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.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.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.Skills and QualificationsBilingual (Spanish and English) fluency required.High school diploma or equivalent required; college degree or relevant experience preferred.Minimum 1–2 years of experience in customer service, loan servicing, payment support, or financial services; call center experience preferred.Knowledge of FDCPA and payment support best practices preferred.Must be located in the New York City or tri-state area.Compensation and BenefitsCompetitive salary based on experience and qualifications.Comprehensive health benefits with generous employer contributions toward medical, dental, and vision coverage for employees and their families.Employer-paid HRA card for medical expenses like co-pays and prescriptions.Monthly mobile phone stipend of $30.Eligibility for 401(K) participation after 30 days of employment, and employer-match of up to 3% of annual salary.Flexible time off.Salary: $25.00 - $28.85 per hour