About the role
About
the role Servicing Associate Rippling is a global fintech operating across software, payments, and lending, moving tens of billions of dollars across payroll, cards, and payment products. As our product surface area and geographic footprint expand, proactively identifying and mitigating financial risk before it materializes is critical to sustaining that growth. The Servicing Associate will be one of Rippling's first hires in pre-delinquency risk and loss mitigation, working directly with at-risk customers to resolve issues before they escalate into delinquency or loss. This is a role for someone who can hold two things at once — genuine care for the customer's situation and a clear-eyed focus on protecting Rippling's financial exposure. You will work closely with the Servicing Manager and cross-functional partners to develop solutions that keep customers on track and reduce churn and loss across Rippling's financial products. What you will do Proactively engage customers who exhibit elevated risk behaviors or early warning indicators — including missed or late payments, early termination requests, and account changes that increase Rippling's financial exposure. Serve as the primary point of contact for customers seeking payment accommodations, due date changes, account adjustments, or early termination of SaaS contracts or EOR agreements. Evaluate account health using available data and risk signals, applying sound judgment to determine appropriate treatment strategies within established policy guidelines. Negotiate and implement mutually beneficial solutions — including payment arrangements, account modifications, and retention offers — that preserve the customer relationship while protecting Rippling's assets and revenue. Collaborate with Account Management, Sales, Credit & Underwriting, Finance, and Collections to develop tailored resolutions for complex or high-exposure accounts. Document all account activity, customer interactions, and resolution outcomes accurately and thoroughly in relevant systems. Escalate high-risk or high-balance accounts to the Servicing Manager with a clear summary of account status, risk exposure, and actions taken to date. Contribute to the development of team playbooks, treatment strategies, and best practices as the function continues to scale. What you will need 2+ years of experience in servicing, loss mitigation, collections, customer success, or a customer-facing financial services role. Strong written and verbal communication skills, with the ability to navigate sensitive financial conversations with professionalism and empathy. An ability to balance customer advocacy with risk discipline — you understand the value of retention but can recognize when an account poses unacceptable exposure. A results-oriented mindset with strong attention to detail and consistent follow-through across a high-volume account portfolio. Comfort working in an evolving environment where not all processes are fully defined; willingness to contribute to building them. Basic proficiency with spreadsheets and the ability to work across multiple internal systems and tools; experience with CRM or servicing platforms a plus. Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected] Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role. This role will receive a competitive salary +
