Lendistry is the country's largest minority-led and technology-enabled small business and commercial real estate lender with Community Development Financial Institution (CDFI) and Community Development Entity (CDE) certification. We are a national employer whose mission is to provide economic opportunities and progressive growth for small business owners and their underserved communities as a source of financing and financial education.
Ensure you read the information regarding this opportunity thoroughly before making an application.
GENERAL RESPONSIBILITIES
- Handle a high volume of inbound/outbound customer calls with a high level of professionalism and with a consultative approach.
- Provide an introduction of Lendistry to potential customers, quickly building rapport and ensuring all subsequent communication with Lendistry is well received.
- Ensure that customers have an appropriate level of expectation as to the lending process at Lendistry.
- Proven understanding of Lendistry product options, guidelines, and minimum required documents for completed application.
- Confidently provide thorough answers to questions about products, services, and processes, anticipating and providing additional information needed.
- Inform applicants of what is needed in order to re-decision files from application statuses of withdrawn, declined, or abandoned.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, via direction from 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/PAAS boards.
- Participate in special projects and perform other assignments as needed.
- Hours of Operation 6:00a - 7:00p PDT
- Flexible Scheduling
PROFICIENCIES
- 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 Call Center or Customer Service experience.
- Lending experience helpful, but not required.
- Sales experience helpful, but not required.
- Bilingual abilities are a plus.
SALARY
$19.00 - $24.00 hourly, depending on your experience.
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