Customer Engagement Representative

About the Role

The Customer Engagement Representative is responsible for building positive relationships with prospective customers by providing clear, timely, and empathetic support throughout the customer journey. This role assists customers with questions about Yendo's credit products, application process, account features, vehicle and title requirements, payments, and next steps. You'll serve as a trusted point of contact for customers who may need additional clarification before completing an application, accepting an offer, activating an account, or continuing through the funding process.

Responsibilities

• Customer Communication & Engagement:
  • Respond to customer questions and concerns through SMS, email, phone, and other available support channels.
  • Provide friendly, professional, and empathetic communication tailored to each customer's situation.
  • Follow up with customers who have paused their application, expressed concerns, or need additional assistance.
  • Identify the customer's specific concern before providing information or recommending next steps.
  • Help customers feel informed and comfortable while making decisions about their financial options.
  • Maintain a supportive and non-pushy approach, particularly when customers are experiencing financial hardship or uncertainty.
• Product Education:
  • Explain Yendo credit products, including how the credit card works and how vehicle collateral may be involved.
  • Answer questions regarding credit limits, APR, annual fees, cash advances, minimum payments, monthly billing, and payment options.
  • Explain that customers can pay their balance early without prepayment penalties.
  • Educate customers about credit reporting and how Yendo accounts are reported to the major credit bureaus.
  • Explain card usage, virtual and physical card availability, ATM access, PIN setup, and other account features.
  • Clearly explain the difference between Yendo's credit products and traditional loans or other financial products when customers are uncertain about what they are applying for.
• Application & Account Support:
  • Assist customers throughout the application and account-opening process.
  • Explain identity verification, address verification, vehicle eligibility, VIN, title, and ownership requirements.
  • Help customers understand title photo requirements and troubleshoot common issues with capturing or submitting documents.
  • Explain offer acceptance, account activation, limited virtual card availability, and physical card delivery timelines.
  • Provide guidance regarding title submission, DMV processing, lien placement, lien release, and related requirements.
  • Help customers understand available options when an application becomes stalled or requires additional documentation.
  • Review customer application information to provide accurate status updates and next steps.
• Customer Concern Resolution:
  • Reassure customers by accurately explaining account requirements and available options without minimizing their concerns.
  • Ask thoughtful follow-up questions to understand why a customer may be considering cancellation or choosing not to proceed.
  • Escalate technical, application, title, identity-verification, or account issues when additional investigation is required.
• Technical & Process Support:
  • Assist customers with common application and app-related issues, including login, one-time passcodes, document capture, title photos, and application navigation.
  • Provide troubleshooting steps such as retrying through the app, using another device, checking camera permissions, or recapturing required documents when appropriate.
  • Submit and track internal support tickets for technical or application issues.
  • Document customer-reported issues clearly so internal teams can investigate and resolve them efficiently.
  • Identify recurring technical or process issues and communicate trends to leadership or relevant teams.
• Internal Communication & Collaboration:
  • Partner with Customer Support, Operations, Product, Engineering, and other internal teams to resolve customer issues.
  • Provide concise internal summaries of customer interactions, recurring questions, technical issues, and process gaps.
  • Track and communicate unresolved customer issues and follow up as needed.
  • Share customer feedback and recurring concerns to help improve products, processes, and the overall customer experience.
  • Participate in customer outreach initiatives, feedback programs, retention efforts, and other engagement projects as assigned.

Qualifications

• A clear, empathetic communicator who explains financial products and processes in simple, jargon-free language and makes customers feel heard rather than pressured.
• Detail-oriented, with the ability to accurately review application and account information to give customers correct status updates and next steps.
• Product-savvy, able to speak confidently about credit limits, APR, fees, payments, credit reporting, and vehicle collateral, and comfortable learning Yendo's products in depth.
• Patient and non-pushy, especially with customers navigating financial hardship or uncertainty, acknowledging concerns before offering an explanation or solution.
• A collaborative teammate who works well across Customer Support, Operations, Product, and Engineering to close out customer issues and surface trends.
• Comfortable communicating across channels, including SMS, email, and phone.
• Passionate about financial inclusion and helping customers make informed decisions about their financial future.

Benefits

• Competitive Compensation
• Equity
• Insurance
• 401K
• Unlimited PTO

Yendo is based in Dallas, Texas, with a nationwide team. This role is remote or in our office in the Deep Ellum area of Dallas.