At Scratch, we believe there’s a better way for borrowers to experience debt. It’s why we’re bringing world-class product and technical thinking to a multi-billion dollar industry that hasn’t attempted a tech solution in over two decades. Our culture celebrates curiosity, inclusivity, and the desire to tackle challenging technical problems.

- Perform extra due diligence on loan applications assessing for credit/fraud risks by researching, cross referencing and reviewing application and submitted documents through public records databases and other tools.- Authenticate and validate the identity of clients by performing phone verifications. - Make outbound and field inbound victim calls in order to assess instances of identity theft and take necessary steps to remove fraudulent applications and file SARs according to department procedures.- Prevented $1.2 million in fraud loss.

- Reviewed personal and financial loan documentation with precision in a high-volume environment.- Dealt with ambiguity during application review before responding to a customer’s unique situation and offered alternatives that helped maintain an average application turnaround time of 2.8 days.

- Offered outstanding customer support in a busy call center environment for unsecured personal loans maintaining an average CSAT score of 85% while efficiently resolving customer calls with an average handle time of 4.5 minutes.- Assisted with the mentoring program within Member Support in order to prepare new hires for inbound calls by training a total of 39 agents within 6 weeks while assessing performance and providing actionable feedback for agents to improve performance. - Escalated and gathered insights and observations that created actionable change improving the borrower and agent experience across Operational teams. - Assisted customers with general payment inquiries related to payoffs, grace delays, additional payments while abiding by organization policies and government regulations and escalated special cases.

- Tag and label data in accordance with best practices.- Create training resources for new hires.- Submit insights that help improve product and workflow.

- Worked on multiple Instagram related projects that help improve user experience.- Deliver and maintain high quality work while exceeding time and accuracy benchmarks.- Gather insights that help improve tools and policies for new team projects.- Assist with new hire training and project audits to improve quality and productivity.

• Accurately reviewed content to ensure compliance with Google Play Partner Policy while exceeding team and individual productivity goals. • Identified and advocated for improvement to programs, workflows, policies and product that resulted in meeting organizational goals for the year. • Trained new hires by familiarizing them with policies, team procedures and tools. • Supported and communicated with publishing partners via email and escalated special cases and bugs to appropriate teams and managers.• Led strategic project focused on reducing the number of malicious apps occurring in the Google Play Store while reducing review time of repeat offenders, saving the team 250 hours of review time.

• Provided over-the-phone, online and in-person support resolving membership issues while documenting it in internal CRM system as well as verify documents relating to membership. • Listened to member suggestions and feedback regarding the Club facilities/offerings and identified opportunities to management for improvement.• Offered tours to prospective members and guests highlighting benefits of membership while working with the sales team to follow-up with prospective members.

Provide access to the Gleeson Library to students, staff and visitors. Check-in and checkout books to library patrons. Process payments using library POS system. Shelve books. Process outgoing and incoming material from other institutions via the LINK+ consortium.

Tutor children from the age ranges of 5 - 15 years in multiple subject areas such as math and reading. Subjects included basic arithmetic, geometry, Algebra II, grammar, reading comprehension, vocabulary, sentence structure among others. Create an individual lesson plan for the students to achieve their academic goals and personalize it based on feedback and demonstrated proficiency.