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Customer Experience Representative

2 months ago

Santa Ana, United States Lendistry 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 Inform applicants of what is needed in order to re-decision files from application statuses of withdrawn, declined, or abandoned.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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