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Client Engagement Specialist

2 months ago

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

Lendistry stands as the nation's largest 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 professionalism and a consultative mindset.
  • Introduce Lendistry's services to prospective clients, establishing rapport and ensuring positive interactions throughout the customer journey.
  • Set clear expectations for customers regarding the lending process at Lendistry.
  • Demonstrate a comprehensive understanding of Lendistry's product offerings, guidelines, and essential documentation required for application completion.
  • Provide detailed responses to inquiries about products, services, and procedures, proactively offering additional relevant information.
  • Guide applicants on the necessary steps to revisit files that have been withdrawn, declined, or abandoned.
  • Effectively identify and resolve customer issues, striving for prompt and satisfactory outcomes.
  • Occasionally escalate concerns while ensuring that the customer experience remains the priority.
  • Document all customer interactions thoroughly, offering valuable insights to team members on optimizing customer service.
  • Assist in training new Customer Experience Representatives by providing guidance on customer interactions, as directed by the Customer Experience Center Team Lead.
  • Understand departmental objectives and collaborate with team members to achieve these goals.
  • May be involved in handling escalations and customer complaints as necessary.
  • Engage in special projects and undertake additional assignments as required.
  • Flexible working hours available.
SKILLS AND QUALIFICATIONS
  • Professional and confident phone demeanor.
  • Ability to efficiently handle high volumes of incoming and outgoing calls.
  • Exceptional verbal communication, conversational, and active listening skills.
  • Basic proficiency in computer software and office systems.
  • Capacity to thrive in a dynamic environment, multitasking while maintaining a customer-centric focus.
  • High emotional intelligence and outstanding customer service capabilities.
  • 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

$21.00 per hour, commensurate with experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.