Operations Associate - Loan Servicing

Best Egg, now part of Barclays, is a market-leading, tech-enabled financial platform helping people build financial confidence through innovative lending solutions and financial health tools. As a Barclays company, we combine the agility and customer focus of a fintech with the global reach, stability, and purpose of a leading financial institution—working together to create a better financial future for our customers and communities.

About the role

Join our internal Operations team as a Loan Servicing Associate to support customer support activities focusing on customer inquiries, account maintenance, payment processing support, and financial hardship resolution. This will involve making outbound calls, handling inbound calls, and reviewing loan information. This is an ideal role for an experienced, detail-oriented, customer-focused person whether looking for an entry-level role or someone with many years of customer-specific experience.

You can expect a fast-paced, fun production environment that includes continuous learning, high quality, and knowledge sharing. Loan Servicing Associate roles are full-time, non-exempt positions where you work an hourly schedule.

Responsibilities

• Ensure we deliver a positive customer experience while performing loan servicing tasks including account updates, payment processing and financial hardship assistance
• Handle inbound and outbound phone calls to assist customers with inquiries
• Make recommendations on policies and procedures related to loan servicing
• Provide feedback on call reason trends that can be used to enhance training; escalate complex issues and exceptions appropriately
• Assist with special projects assigned by management
• Ensure servicing activities are executed accurately in accordance with policies and procedures; follow regulatory, compliance and fair customer treatment standards

Requirements

• Minimum Qualifications:
  • High school diploma or equivalent; associate or bachelor's degree preferred
  • 1 to 2+ years in financial services or equivalent experience preferred
  • Customer-focused mindset with clear communication and demonstrated negotiation skills
  • Proficient with navigating basic computer applications and loan management systems
• Preferred Qualifications:
  • Strong organizational skills with the ability to multitask
  • Excellent verbal skills (active listening, positive tone, empathy, professionalism) along with strong written communication skills
  • Attention to detail & high emphasis on quality to enable working in a compliance-driven environment

Skills

• High-functioning team emphasizing collaboration and strong performance
• Build strong foundational skills for growth in lending operations
• Be confident and willing to challenge status quo, but also willing to concede and execute other’s ideas when necessary
• Capable of teaching and learning from others to promote continuity of knowledge and personal development
• Ability to work effectively as a team member and as an independent contributor

Benefits

• Industry leading benefits and paid time off
• Monthly incentives based on performance
• State-of-the-art technology and comfortable work areas at our Wilmington headquarters
• On-site gym, free snacks & drinks
• Ping pong and arcade areas for break time fun
• Ability to work remotely at home

Schedule

• Full-time, non-exempt, hourly schedule
• Available schedules:
  • 8am-5pm, Monday through Friday
  • 9am-6pm, Monday through Friday
• Both schedules require two Saturday shifts per month (9am-1pm)
• First three weeks of employment include onsite training and orientation at our Wilmington, DE office
• Beginning in May 2027, employees in this position will be expected to work onsite a minimum of one day per week

Pay

$19.75 - $21 an hour, plus a monthly incentive bonus based on performance.