Customer Experience Representative

About the role

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.

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.
• 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• Inform applicants of what is needed in order to re-decision files from application statuses of withdrawn, declined, or abandoned.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.

Requirements

• A high school degree is required, and some college education is preferred.
• Call Center or Customer Service experience is preferred.
• Lending experience is helpful, but not required.
• A confident and professional phone demeanor.
• Excellent verbal communication, conversation, and active listening skills.
• A basic knowledge of computer software and office systems.
• The ability to efficiently manage large amounts of incoming calls.
• The ability to thrive in a fast-paced environment, multitasking while keeping focused on the customer.
• A high degree of emotional intelligence and excellent customer service skills.
• A high ability for following communication guidelines, procedures, and policies.
• Bilingual skills are a plus.

Qualifications

• 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.
• Excellent verbal communication, conversation, and active listening skills.
• A basic knowledge of computer software and office systems.
• The ability to efficiently manage large amounts of incoming calls.
• The ability to thrive in a fast-paced environment, multitasking while keeping focused on the customer.
• A high degree of emotional intelligence and excellent customer service skills.
• A high ability for following communication guidelines, procedures, and policies.
• Bilingual skills are a plus.

Skills

• 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.
• Excellent verbal communication, conversation, and active listening skills.
• A basic knowledge of computer software and office systems.
• The ability to efficiently manage large amounts of incoming calls.
• The ability to thrive in a fast-paced environment, multitasking while keeping focused on the customer.
• A high degree of emotional intelligence and excellent customer service skills.
• A high ability for following communication guidelines, procedures, and policies.
• Bilingual skills are a plus.

Benefits

• 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

Pay

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.

Schedule

This position operates on a rotating or assigned shift schedule within business hours of 7:00 AM to 7:00 PM. Flexibility to work any shift during this window is required based on business needs.