Customer Experience Representative

Lendistry is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local law.

If you need assistance or accommodation due to a disability, you may contact us at hr@lendistry.com

Lendistry does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with Lendistry, a Master Services Agreement (MSA) must be executed and confirmed prior to submitting any information relating to a potential candidate. Without a signed MSA, Lendistry shall not be responsible to any individual or entity for any payment relating to any form of fee or compensation.

And, in the event that a resume or candidate is submitted by a recruiter, an employment agency, or a staffing firm without a fully executed MSA, Lendistry has the unrestricted right to pursue and hire any of those candidate(s) without any legal or financial responsibility to the recruiter, agency, and/or firm. 

This position is based onsite at our Santa Ana, CA location. Candidates must be able to work in-office as part of the role’s regular schedule.

A Day in the Life

The Customer Experience Representative 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. 

Lendistry: Who We Are    

We’re proud to be the nation’s largest minority-led, tech-savvy lender for small businesses and commercial real estate.  As a certified Community Development Financial Institution (CDFI) and Community Development Entity (CDE), our mission is all about creating economic opportunities and fueling growth for small business owners and their communities. Join us as we pave the way with innovative financing and financial education!

What You’ll Be Doing

• 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. 

• Maintain a thorough understanding of Lendistry product options, guidelines, and minimum required documents for completed application. 

• 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 Team Lead.   

• Additional responsibilities may include occasional in-person applicant assistance and community outreach to help present company programs and services to potential applicants.

• Understand department goals and work individually and with department team members to meet those goals.  

• Participate in special projects and perform other assignments as needed.  

• Educate and guide applicants on loan and grant application requirements, providing clear direction on the information and documentation needed to complete the application process.

Your Areas of Knowledge and Expertise

• High school degree required, and some college preferred. 

• Call Center or Customer Service experience preferred. 

• Lending experience helpful, but not required. 

• 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 

• Bilingual skills are a plus

Why You'll Love Working Here:

• Comprehensive Medical, Dental, and Vision Insurance

• Generous Paid Time Off

• Birthday Day Off

• 12 Paid Company Holidays

• 401(k) Match

• FSA and HSA

• Paid Life Insurance 

• Paid Disability Insurance

• Pet Insurance

• Employee Assistance Program (EAP)

• Professional Development Courses

• In Office Provided Snacks and Drinks

• Gym Facilities (LA & Tustin/CEC Offices)

• In Office Engagement Activities

Compensation Range

The US base salary range for this full-time position is $20.00 - $24.00 an hour.

Our salary ranges are determined by role, level, and location.

The range displayed on each job posting reflects the minimum and maximum base salary for new hires for the position.  Within the range, individual pay is determined by multiple factors like job-related skills and experience.  Your recruiter can share more about the specific salary range during the interview process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include any variable compensation elements.

Physical Requirements

This is a stationary position that requires frequent sitting (approximately 95%), repetitive wrist motions, grasping, speaking, listening, close vision, and the ability to adjust focus.  It also may require occasional standing, lifting, carrying of 20lbs or less, walking, kneeling, bending/stooping, twisting, pulling/pushing, and reaching above the shoulder.  Employees in this position must be physically able to efficiently perform the essential functions of the position.

ACKNOWLEDGEMENT
B.S.D. Capital, Inc. dba Lendistry is an equal employment opportunity employer committed to providing its employees, applicants and other covered persons with equal opportunities without regard to race, color, age (40 or older), religious creed (including religious belief, practice or dress and grooming practices), national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender expression, gender identity, sexual orientation, military or veteran status (including past, current or prospective service), or any other characteristic protected under applicable federal, state or local law.