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Client Relations Specialist

2 months ago

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

Lendistry stands as the largest minority-led and technology-driven lender in the United States, specializing in small business and commercial real estate financing. As a certified 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 effective communication 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 necessary documentation for application completion.
  • Provide detailed responses to inquiries about products, services, and procedures, proactively offering additional relevant information.
  • Guide applicants on the requirements needed to revisit applications that have been withdrawn, declined, or abandoned.
  • Effectively identify and resolve customer issues, striving for prompt and satisfactory outcomes.
  • Occasionally escalate calls, articulating concerns in a manner that prioritizes customer experience.
  • Document all customer interactions thoroughly, providing valuable insights to enhance team performance in serving clients.
  • Assist in training new Customer Experience Representatives by offering coaching on customer interactions, under the guidance of the Customer Experience Center Team Lead.
  • Align with departmental objectives and collaborate with team members to achieve collective goals.
  • May be tasked with addressing escalations and complaints as needed.
  • Engage in special projects and undertake additional assignments as required.
  • Flexible scheduling options available.
SKILLS AND QUALIFICATIONS
  • Professional and confident phone demeanor.
  • Ability to effectively manage 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 customer 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, based on experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.