Customer Experience Representative I

Company: Lendistry
Location: Tustin
Posted on: May 24, 2023

Job Description:

Executive Summary of Responsibilities

The Customer Experience Representative I engages with Lendistry customers and potential customers on behalf of the organization, ensuring a high level of customer satisfaction and an exceptional customer experience. Given the prominent customer-facing role in the company, this role is empowered to WOW the customer by providing detailed information, answering questions, solving problems, and providing appropriate solutions.

About Lendistry

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.

GENERAL RESPONSIBILITIES

• Handle a high volume of inbound 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.
• Maintain a thorough understanding of Lendistry product options, guidelines, and minimum required documents for completed application.
• Provide thorough answers to questions about procedures, services, and processes, anticipating and providing additional information needed.
• Effectively and empathetically escalate issues and problems in a way that ensures the customer experience remains the focus.
• Thoroughly document all customer interactions, providing helpful insight to other team members about how to best serve the customer.
• Understand department goals and work individually and with department team members to meet those goals. PROFICIENCIES
  • Confident and professional phone demeanor.
  • Ability to efficiently manage large amounts of incoming calls.
  • 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.
    • Call Center or Customer Service experience preferred.
    • Lending experience helpful, but not required. SALARY
      • $19.00 - $24.00/Hourly, depending on experience and location.
        
        Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
        
        The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Lendistry, Tustin , Customer Experience Representative I, Other , Tustin, California