Customer Account Representative

Job Title: Customer Account Representative

Company Name: Stream Innovations

Location: ON-SITE - 100 Barr Harbor Drive, Conshohocken, PA, 19428

Shift Availability: **Must be available to work evening shifts (as late as 9pm) and have Saturday availability**

Job Description:

The Customer Account Representative plays a key role in supporting the ongoing needs of Stream’s borrowers throughout the life of their loan. This front-line role is responsible for delivering exceptional customer service, resolving borrower inquiries, and executing servicing tasks related to payments, account updates, and general loan maintenance. Servicing Agents are also responsible for identifying issues, escalating complex cases appropriately, and helping ensure Stream’s servicing standards remain high as the company continues to grow.

This is an excellent opportunity for someone looking to build a career in financial services, lending, or operations. Full training is provided.

Key Responsibilities:

Respond to borrower inquiries via phone and email

• Assist borrowers with questions about payments, account balances, statements, payoff quotes, and other servicing-related topics.

Process servicing requests and maintain account records

• Handle common servicing tasks such as updating payment methods, modifying due dates, and resolving returned payments.

Monitor and follow up on past-due accounts

• Contact borrowers with missed or upcoming payments to provide guidance and help bring accounts current in a respectful, compliant manner.

Collaborate with merchants and internal teams

• Serve as a point of contact for merchants to help resolve installation or product related issues. 

Identify and escalate complex issues

• Route legal, regulatory, or sensitive inquiries to appropriate departments while maintaining professionalism and customer focus.

Support cross-functional projects and process improvements

• Participate in special projects, process updates, or training as assigned by management.

Requirements:

• Willingness to work evening and weekend shifts a must

• 0–2 years of experience in customer service, financial services, or administrative roles

• Excellent communication skills, both verbal and written

• Strong attention to detail and ability to follow procedures

• Professional, patient, and firm demeanor when handling sensitive borrower conversations

• Willingness to learn servicing systems and compliance basics.

• Willingness to undergo background check(s)

• Comfort working in a fast-paced, team-oriented environment

• Ability to work on-site full-time in Conshohocken, PA

• Flexibility in scheduling as business needs require

Preferred Qualifications:

• Bachelor’s degree or equivalent experience

• Familiarity with Microsoft Office (Excel, Outlook, Word)

• Experience working with call center tools and or loan platforms.

• Past work in collections highly valued

Benefits:

• Competitive hourly wage

• Company-paid health, dental and vision

• Company-paid life insurance

• Company-paid disability insurance

• Paid parental leave

• Retirement savings plan with match

• Paid time off and holidays

• Professional development and advancement opportunities

Company Description:

Stream Innovations Inc. (“Stream”) is a consumer lending platform focused on the borrowing needs of homeowners. The company is a partner of Power Home Remodeling Group (“Power”), one of the largest home remodelers in America. Stream was created in 2020 to provide compelling financing options to homeowners pursuing sustainability-related home improvement projects and to complement Power’s business.

Stream has built a customized financing platform for Power, including a proprietary credit model, API-first technology, tailored financial products, and a streamlined customer experience—creating an offering that is hard to replicate. The company has raised over $1BB in a combination of equity and debt financing from top-tier investors, including Goldman Sachs. Since inception, Stream has originated over $1.5BB in loans and currently services over $1BB in assets under management (AUM). We have been cash flow positive since 2022.

Our long-term vision is to become the preferred financial services provider for homeowners. We are embarking on the next phase of our journey, which includes developing new products and adding new merchant partners in 2025 and beyond.

Equal Opportunity Employer Statement:

Stream is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.