Credit & Accounts Lead, Member Services

As a Credit & Accounts Lead, you will serve in a member-facing role, supporting credit and account-related inquiries while contributing to operational execution. You will work closely with Credit, Onboarding, and Risk teams to ensure members receive timely, accurate, and thoughtful support across credit and account-related touchpoints. This role is well-suited for someone who brings a strong client service foundation with technical expertise, operates comfortably in fast-paced environments, and demonstrates initiative in a role that continues to evolve within a growing startup. Responsibilities Member-Facing Credit and Account Support Serve as a primary point of contact for members’ credit and account-related inquiries relating to payments, account activity, and spending requests Manage internal and external communications via third-party platforms Communicate clearly and professionally with high-net-worth members, balancing service excellence with policy and risk considerations Resolve routine credit-related requests independently while escalating complex cases with appropriate context Operations & Administration Execute credit and account-related operational workflows, including process documentation updates, payment tracking, account reviews, and exception handling Maintain accurate and timely member records to ensure clean handoffs and audit-ready documentation Process & Cross-Functional Collaboration Follow established credit and account procedures while identifying opportunities to improve clarity, efficiency, and consistency Contribute to internal documentation, templates, and process updates as operations scale Collaborate cross-functionally with Onboarding, Finance, Credit, and Risk partners, demonstrating strong communication and alignment across teams Qualifications • 2–4+ years of experience in customer service, client operations, or relationship management • Prior experience supporting high-net-worth or enterprise clients in financial services or related environments • Strong written and verbal communication skills, with the ability to explain nuanced topics clearly and confidently • Comfort working under pressure in a fast-paced environment while managing multiple priorities effectively • Highly organized, detail-oriented, and dependable with strong follow-through • Demonstrated ability to work cross-functionally through clear communication, responsiveness, and sound judgment • Tech-forward and systems-comfortable, with a working knowledge of Microsoft Office and Google Workspace, familiarity with Slack and Zendesk is a plus Preferred Qualifications Exposure to credit, finance, lending, payments, or risk-adjacent environments High proficiency in Excel/Google Sheets, Zendesk, Slack, data visualization tools Why Join Us Join a rapidly growing, mission-driven fintech redefining premium membership experiences. Work alongside a passionate, high-performing team that values empathy, accountability, and creativity. Be part of a culture that rewards autonomy, encourages innovation, and treats its employees with the same level of care we provide our members. Full medical, dental, and vision coverage, with dependent contribution. 401k Plan. Flexible Time Off, so you can take the time you need. Work from Home Reimbursement to set up your space for success!

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