User Advocate

Answer inbound tickets using approved standards and knowledge resources Handle login, MFA, application, co-applicant and guarantor questions Troubleshoot basic issues and review case history before escalating Route payment, refund, chargeback, FCRA and identity cases to Tier 2 Categorise, tag and document every case accurately Support verification emails during approved flex periods Complete outbound calls using approved scripts and dispositions Contact landlords, employers and other approved sources Manage outreach, follow-ups, bounces and exceptions by email Record every attempt and outcome accurately Flag missing or inconsistent information and escalate Support Tier 1 tickets during designated flex periods