Client Engagement Specialist

2 weeks ago

Santa Ana, California, United States Lendistry Full time
ABOUT LENDISTRY

Lendistry stands as the nation's foremost minority-led and technology-driven lender for small businesses and commercial real estate, holding certifications as a Community Development Financial Institution (CDFI) and Community Development Entity (CDE). Our mission is to foster economic opportunities and promote growth for small business owners and their underserved communities through financing and financial education.

KEY RESPONSIBILITIES
  • Manage a substantial volume of inbound and outbound customer communications with a high degree of professionalism and a consultative approach.
  • Introduce Lendistry to prospective clients, swiftly establishing rapport and ensuring positive interactions.
  • Set clear expectations for customers regarding the lending process at Lendistry.
  • Demonstrate a solid understanding of Lendistry's product offerings, guidelines, and necessary documentation for application completion.
  • Provide comprehensive answers to inquiries about products, services, and procedures, proactively offering additional relevant information.
  • Guide applicants on the requirements needed to reassess files from statuses such as withdrawn, declined, or abandoned.
  • Effectively identify and resolve customer issues, striving for prompt and satisfactory outcomes.
  • Occasionally escalate calls while accurately conveying concerns to maintain a focus on customer experience.
  • Document all customer interactions thoroughly, offering valuable insights to colleagues on how to enhance customer service.
  • Assist in training new Customer Experience Representatives by coaching them on customer interactions, under the guidance of the Customer Experience Center Team Lead.
  • Comprehend departmental objectives and collaborate with team members to achieve those goals.
  • May be tasked with addressing escalations and complaints as needed.
  • Engage in special projects and perform additional duties as required.
  • Available hours are from 6:00 AM to 7:00 PM PDT.
  • Flexible scheduling options are provided.
SKILLS AND QUALIFICATIONS
  • Professional and confident phone demeanor.
  • Ability to efficiently handle a high volume of calls and manage pipelines.
  • Exceptional verbal communication, conversational, and active listening skills.
  • Basic proficiency in computer software and office systems.
  • Capability to excel in a fast-paced environment while multitasking and maintaining customer focus.
  • High emotional intelligence and outstanding customer service abilities.
  • Strong adherence to communication protocols, procedures, and policies.
EDUCATION AND EXPERIENCE
  • High school diploma required; some college education preferred.
  • 1-3+ years of experience in a call center or customer service role.
  • Experience in lending is advantageous but not mandatory.
  • Sales experience is beneficial but not essential.
  • Bilingual skills are a plus.
SALARY

Compensation is set at $24.00 per hour, based on experience.

Lendistry is an Equal Opportunity Employer, committed to diversity and inclusion.

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