Customer Experience Representative

2 days ago


Santa Ana CA United States Lendistry, LLC. Full time

Lendistry is the country’s largest minority-led and technology-enabled small business and commercial real estate lender with Community Development Financial Institution (CDFI) and Community Development Entity (CDE) certification. We are a national employer whose mission is to provide economic opportunities and progressive growth for small business owners and their underserved communities as a source of financing and financial education.

GENERAL RESPONSIBILITIES

  • Handle a high volume of inbound/outbound customer calls with a high level of professionalism and with a consultative approach.
  • Provide an introduction of Lendistry to potential customers, quickly building rapport and ensuring all subsequent communication with Lendistry is well received.
  • Ensure that customers have an appropriate level of expectation as to the lending process at Lendistry.
  • Proven understanding of Lendistry product options, guidelines, and minimum required documents for completed application.
  • Confidently provide thorough answers to questions about products, services, and processes, anticipating and providing additional information needed.
  • Inform applicants of what is needed in order to re-decision files from application statuses of withdrawn, declined, or abandoned.
  • Effectively troubleshoot and resolve customer problems, aiming for a quick and satisfactory resolution.
  • Occasionally escalate calls and accurately explain concerns in a way that ensures customer experience remains the focus.
  • Thoroughly document all customer interactions, providing helpful insight to other team members about how to best serve the customer.
  • Support the training of new Customer Experience Representatives by providing coaching on customer calls, via direction from the Customer Experience Center Team Lead.
  • Understand department goals and work individually and with department team members to meet those goals.
  • May be asked to handle DFPI escalations/BBB complaints/RFI/Leadership/PAAS boards.
  • Participate in special projects and perform other assignments as needed.
  • Hours of Operation 6:00a - 7:00p PDT
  • Flexible Scheduling

PROFICIENCIES

  • Confident and professional phone demeanor.
  • Ability to efficiently manage large amounts of incoming calls, outbound calls and pipelines.
  • Excellent verbal communication, conversation and active listening skills.
  • Basic knowledge of computer software and office systems.
  • Ability to thrive in a fast-paced environment, multitasking while keeping focused on the customer.
  • High degree of emotional intelligence and excellent customer service skills.
  • High ability for following communication guidelines, procedures, and policies.

EDUCATION AND EXPERIENCE

  • High school degree required, and some college preferred.
  • 1-3+ years’ experience Call Center or Customer Service experience.
  • Lending experience helpful, but not required.
  • Sales experience helpful, but not required.
  • Bilingual abilities are a plus.

SALARY

$19.00 - $24.00 hourly, depending on your experience.

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