Account Coordinator, Servicing

Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?

We're looking for reliable, self-motivated problem-solvers with a knack for simplifying complex concepts into clear, easy-to-understand language to join us as Account Coordinators on the Servicing team.

This is a full-time, work-from-home position with comprehensive benefits.

About you:

You have 1+ year(s) of experience in a professional environment where problem-solving and clear communication are key. You approach customer interactions with empathy and curiosity, seeking to understand not just the immediate issue but the root cause behind it.

We’ve found that individuals with experience in call centers, sales, hospitality, retail, restaurants, and other customer-facing roles excel in this position. If you’re someone who can think critically, navigate technology efficiently, and resolve customer concerns with confidence, patience and professionalism, we’d love to hear from you.

The Impact You'll Make:

As an Account Coordinator on the Servicing team, you’ll join the team that is the heart and voice of Mission Lane, helping thousands of callers each day. Day-by-day you'll embody our purpose—enabling financial progress—by serving as the friendly voice on the other end of the line, assisting Mission Lane credit cardholders in our virtual call center.

As an Account Coordinator, you will:

• Serve as the voice of Mission Lane, engaging with existing and potential customers over the phone in regards to a variety of issues.
• Communicate with empathy, curiosity, and respect, in order to identify the most effective way to assist the caller.
• Ensure compliance with policy, procedures, and regulatory requirements, while delivering high-quality customer service.
• Complete after-call work with accuracy and efficiency.

Minimum Qualifications:

• 1+ year of customer service experience in any industry.
• Proactive, with the ability to find answers independently.
• Curious, with strong judgment to quickly process situations and identify solutions.
• Skilled at building rapport and connecting with others.
• Able to stay calm and composed in difficult conversations, recovering quickly from challenges.
• Strong verbal and written communication skills, with the ability to simplify complex topics into clear, easy-to-understand language.
• Comfortable using technology, learning new software, and navigating multiple tools.
• Fast and accurate typing skills.
• Adaptable to change and able to thrive in a fast-paced, evolving environment.
• Open to feedback and committed to continuous improvement.

You’ll Get Bonus Points For:

• Credit card industry experience

Work location:

• This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.

Workspace requirements:

• A private, quiet, and distraction-free space with no interruptions.
• Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.

Schedule: In Eastern Time (ET); convert to your local time, as needed

100% attendance required for your first 60 days.

• Training schedule (paid):
  • Duration: First 3 weeks
  • Monday - Friday 8:30 AM to 5:00 PM Eastern
• Work schedule:
  • Based on business need at time of hire, you may be offered one or both of the following shift options:
    • Monday - Friday 11:30 AM to 8:00 PM Eastern
    • Monday - Friday 9:00 AM to 5:30 PM Eastern

Compensation & Benefits:

We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees' total well-being. As an Account Coordinator at Mission Lane, your compensation and benefits would include:

• Hourly Pay: $18.07
• Wellness Stipend: $100 monthly
• Internet Stipend: $40 monthly
• IT Equipment: Provided for your role during employment
• Paid Time Off: 160 hours annually
• Company Paid Holidays
• Comprehensive Benefits: Health, dental, and vision coverage
• Parental Leave: Paid leave after six months of employment
• Retirement Savings: 401(k) plan with company matching

This position offers the potential for promotion to Account Manager within your first year of employment. Promotion from Account Coordinator to Account Manager is based on achievement based performance goals.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

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At Mission Lane, we’re committed to a workplace built on respect and dignity, where everyone has the opportunity to contribute. We believe diversity in all forms makes us stronger, and we intentionally foster an inclusive environment where employees feel valued, respected, and free to be their true selves. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [email protected].

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving.