Client Engagement Specialist

2 days 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, recognized with Community Development Financial Institution (CDFI) and Community Development Entity (CDE) certifications. 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 appropriate 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 clear and thorough responses to inquiries about products, services, and processes, proactively offering additional relevant information.
  • Guide applicants on the requirements needed to revisit files with statuses of withdrawn, declined, or abandoned.
  • Effectively identify and resolve customer issues, striving for prompt and satisfactory outcomes.
  • Occasionally escalate calls while ensuring that customer experience remains the priority.
  • Document all customer interactions meticulously, providing valuable insights to enhance team performance.
  • Assist in training new Customer Experience Representatives by offering coaching on customer interactions, as directed by the Customer Experience Center Team Lead.
  • Align with departmental objectives and collaborate with team members to achieve these goals.
  • May be involved in addressing escalations and complaints as necessary.
  • Engage in special projects and perform additional tasks as required.
  • Flexible working hours available.
REQUIRED SKILLS
  • Professional and confident phone demeanor.
  • Ability to efficiently handle high volumes of calls and customer inquiries.
  • Excellent verbal communication, conversational, and active listening skills.
  • Basic proficiency in computer software and office systems.
  • Capability to thrive in a dynamic environment, multitasking while maintaining customer focus.
  • High emotional intelligence and exceptional 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

$21.00 per hour, commensurate with experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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