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.

• 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

• 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

• 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

• 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

• Exposure to credit, finance, lending, payments, or risk-adjacent environments

• High proficiency in Excel/Google Sheets, Zendesk, Slack, data visualization tools