Online Marketing/Loan Servicing Associate

The Online Marketing/Loan Servicing Associate role at Franklin Credit Management Corporation is a onsite position in Jersey City, NJ that blends sales and marketing with loan servicing duties. The role focuses on managing inbound and outbound communications with new and prospective borrowers, overseeing SLA and performance metrics, and contributing to feature improvements, with a yearly salary range of USD 50,000 to 60,000.

Responsibilities

• Oversee inbound and outbound communications with all new and prospective borrowers.
• Support borrowers who have funded loans to help them achieve success.
• Make offers and facilitate deals when market conditions are challenging.
• Acknowledge and congratulate users when outcomes are positive.
• Assist with budgeting and maximize the use of other in-app features.
• Utilize Intercom, Customer.io, and Segment driven workflows; participate in migrating to a new integrated loan management system.
• Establish, maintain, and improve SLAs and metrics related to loan performance.
• Identify and help resolve bugs or enhance existing features.

Requirements

• Strong initiative and a self-starting mindset geared toward win-win outcomes for you and the business.
• Reliable and dependable—team members can rely on you.
• Experience in online sales or marketing across multiple communication channels (chat, SMS, email).
• Effective communicator with comfort writing in sales, marketing, or business contexts.
• Experience testing and innovating to deliver better business results.
• Experience using systems for customer contact and outreach (LMS, CRMs) and automating tasks to improve efficiency.
• Ability to follow directions and receive constructive feedback.
• A proactive, learning-oriented mindset with startup level ownership of processes and outcomes, balancing quality with urgency.
• Strong cross-functional collaboration skills.
• Team-focused attitude.
• Compliance and regulatory adherence to maintain strict standards.

Technologies

• Intercom
• Customer.io
• Segment
• LMS
• CRM systems

Compensation

Salary: USD 50,000 - 60,000 per year.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Preferred Qualifications

• Experience with Lifecycle Marketing
• Experience in payments, financial products, or household finance
• Experience in a compliance-rich environment, including developing and maintaining policies and procedures
• Experience in loan servicing
• Mentoring or leadership experience
• Payment expertise: serve as the primary functional expert on payment-related services with deep knowledge of the payments industry, including mobile payments, card networks, settlement processes, procedures, and rules

Our Values

• Transparency
• Be smart, get smarter. We learn by taking initiative and failing
• Mutual accountability. Personal responsibility and credibility
• Encourage discussion to problem solve
• Take our mission seriously and ourselves lightly