Rise Up Lending — Customer Service Strategy and Operations

Executive overview

Rise Up Lending’s customer service should be positioned as a core operational competency that reduces regulatory risk, increases loan retention, and improves lifetime value. Industry studies in 2023–2024 show digital-first lenders that maintain a CSAT ≥90% and an NPS above +40 grow portfolio retention 8–12% faster than peers; those outcomes are achievable with a disciplined, metrics-driven service model implemented across phone, chat, email, and in-app channels.

This document outlines a practical, operational plan — KPIs, staffing math, channel design, technology stack, compliance safeguards, pricing and fee transparency, and escalation protocols — with concrete targets and example contact details suitable for implementation and audit. All numeric targets below are industry-aligned benchmarks and recommended minimums for a consumer or small-business lender serving 25,000–150,000 active accounts.

Channels and customer access

Customers must have omnichannel access: a primary toll-free phone line, live chat embedded in the web/app experience, email, secure messaging in the borrower portal, and an IVR for routine tasks (payment updates, payoff quotes, statement requests). Target channel SLA: 80% of calls answered within 20 seconds, chat initial response within 45–60 seconds, and email/secure message acknowledgement within 8 business hours with resolution in 1 business day for standard requests.

Example contact infrastructure (for implementation): toll-free line +1 (800) 555-0123, support email [email protected], portal URL https://www.riseuplending.com/portal. IVR flows should enable self-serve payoff amounts and payment scheduling without human interaction for up to 60% of routine inquiries, reducing live contact volume and average handle time.

Performance metrics and targets

• Customer Satisfaction (CSAT): ≥90% survey score post-interaction
• Net Promoter Score (NPS): target ≥+40 across the active borrower population
• First Contact Resolution (FCR): ≥75% for phone and chat; ≥60% for email
• Average Handle Time (AHT): 4–8 minutes (target 6 minutes) per phone interaction
• Service Level: 80/20 (80% answered in 20 seconds)
• Abandon Rate: <5% on voice channels
• Self-service deflection: ≥55% of routine inquiries handled without agent

These targets should be tracked daily, with weekly trend reporting and monthly executive dashboards that tie service metrics to business outcomes (delinquencies, roll rates, loan modifications completed). Use trend analysis over 13-week rolling windows and seasonally adjust staffing for peak months (typically 1st and 15th of the month when payments are due).

Staffing and operational planning

Example staffing model: for 100,000 active accounts with an average contact frequency of 0.7 interactions per account-year, expected annual inbound contacts = 70,000. At AHT = 6 minutes (360 seconds), total handle time = 70,000 × 6 min = 420,000 minutes = 7,000 hours. With an agent productive time of 1,800 hours/year, baseline headcount = 3.9 FTEs; apply a coverage factor of 2.0–2.5 for holidays, training and shrinkage → plan for 8–10 FTEs.

Schedule planning must incorporate occupancy targets (70–85%), skill-based routing (collections, payments, technical support), and a formal workforce management (WFM) tool for forecasting and intraday adjustments. Cross-training 25–30% of agents to handle both routine servicing and delinquency triage improves flexibility and reduces escalations.

Training, quality assurance and scripts

Initial onboarding should be 40–60 hours covering product features (APR, origination fees, payment plans), compliance (Regulation Z, UDAAP guidance), systems training, and soft skills. Ongoing training cycles of 4–6 hours monthly keep agents current on product changes, rate promotions, and new policy updates.

Quality assurance (QA) should sample at least 5% of calls weekly, using a calibrated 20–30 item rubric that measures regulatory adherence, accuracy of payoff quotes, documentation of promises to pay, and empathy/clarity. Target QA pass rate: ≥92% with remediation plans for any agent below 85% within 30 days.

Technology, analytics and integrations

Core stack recommendations: cloud contact center (Genesys/Avaya AWS Connect or equivalent), CRM with full loan-account integration (Salesforce Financial Services Cloud or a lender-specific servicing platform), secure chat and in-app messaging, and a payments vault compliant with PCI-DSS. Integrations must expose payoff calculators and real-time ledger balances via API to avoid manual lookups; target API response SLAs <500 ms for customer-facing queries.

Analytics should include speech and text analytics (keyword spotting for “refund,” “hardship,” “overcharge”), a real-time operational dashboard (queue times, abandon rates), and cohort analysis linking service interactions to repayment behavior. Implementing a closed-loop feedback cycle (NPS → root cause → process change) should show measurable NPS improvement within 90 days of major interventions.

Compliance, security and documentation

All call recordings and messages must be retained per state and federal requirements; recommended retention is 7 years for servicing records and 4 years minimum for complaint-related interactions. Implement role-based access controls, multi-factor authentication for agent systems, and encryption in transit and at rest for personally identifiable information (PII). Conduct quarterly internal audits and an annual SOC 2 Type II assessment.

Regulatory scripts should be used for disclosures (e.g., APR, late fees, payment allocation) and must be updated within 10 business days of any product change. Establish a documented escalation path for potential UDAAP or CFPB issues with named contacts in legal and compliance, and record all escalations in the CRM with timestamps for response SLA tracking.

Escalation and executive contacts

• Tier 1: Agent handles standard servicing; if unresolved, escalate to Team Lead within 2 business hours.
• Tier 2: Team Lead resolves within 24 business hours or escalates to Senior Servicing Specialist for complex payoff/settlement requests.
• Tier 3: Legal/Compliance review required for any potential UDAAP or regulatory complaint; response target 5 business days.

Example escalation contact for implementation/testing purposes: Operations Manager — Jane Alvarez, [email protected], +1 (800) 555-0123 x410. Corporate mailing address for regulatory notices (example): Rise Up Lending, 400 Market Street, Suite 1200, Denver, CO 80202. Public website and self-service portal: https://www.riseuplending.com/portal.

Summary

Delivering exceptional customer service at Rise Up Lending requires precise measurement, disciplined staffing, secure and responsive technology, and compliance-first training. By targeting the KPIs and operational models above, the organization can reduce servicing cost per account, improve retention and NPS, and materially de-risk regulatory exposure while maintaining transparent pricing and rapid, accurate customer responses.

Next steps for implementation: run a 90-day pilot focused on one region or product line, instrument all channels for analytics, and commit to weekly KPI reviews with executive sponsorship to reach the targets outlined here.

Is rise a real loan company?

Rise Credit is an online lender that offers small personal loans of $300 to $5,000, though amounts vary depending on where you live. Keep in mind you may see different terms if you apply through Credit Karma. Rise considers people with poor to fair credit.

How long does it take to get a loan from rise up?

The RISE loan timeline includes around 1 business day to get approved for a RISE loan and another as soon as the next business day to receive the funds after approval. Keep in mind that this is a typical applicant’s experience, and in some cases it could take longer.

How quickly does a loan get approved?

In a nutshell
The time it takes to receive funds depends on the type of loan you apply for. Personal loans are usually quicker, and can be completed in a few days, or sometimes that same day. Secured loans take longer due to the additional information required, often completing within three to four weeks.

What is the phone number for Lending Club customer service?

(888) 596-3157
If you are experiencing issues you can reply with the keyword HELP for more assistance, or you can get help directly at [email protected] or by calling (888) 596-3157.

How to cancel a rise loan?

When you take a loan with RISE and then change your mind later, you have up to 5 business days to cancel the loan—that’s 5 business days from the day you signed the loan agreement. To cancel the loan, you can simply call RISE’s customer support service at 866-580-1226 and inform them of your intention to cancel.

What credit score do you need for a rise loan?

RISE does not disclose a specific credit score needed to get a personal loan, unlike many personal loan providers.