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Business Development Associate

2 months ago

Santa Ana, California, United States Lendistry Full time
About Lendistry

Lendistry is a leading national employer and a certified Community Development Financial Institution (CDFI) and Community Development Entity (CDE). Our mission is to provide economic opportunities and progressive growth for small business owners and their underserved communities through financing and financial education.

Job Summary

We are seeking a highly skilled Customer Experience Representative to join our team. As a Customer Experience Representative, you will be responsible for handling a high volume of inbound and outbound customer calls with a high level of professionalism and a consultative approach.

Key Responsibilities
  • Provide exceptional customer service and support to customers through phone calls, ensuring a positive experience and building rapport with potential customers.
  • Ensure customers have a clear understanding of the lending process and our product options, guidelines, and minimum required documents for completed applications.
  • Confidently answer questions about products, services, and processes, anticipating and providing additional information as needed.
  • Inform applicants of the necessary steps to re-decision files from application statuses of withdrawn, declined, or abandoned.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, as directed by 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, and PAAS boards.
  • Participate in special projects and perform other assignments as needed.
Requirements
  • 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 in Call Center or Customer Service.
  • Lending experience helpful, but not required.
  • Sales experience helpful, but not required.
  • Bilingual abilities are a plus.
Compensation

$21.00 hourly, depending on experience.