Customer Experience Specialist - #1413748

A Day in the Life

A Customer Experience Specialist is a professional who optimizes touchpoints within the customer journey, specifically handling all escalations. This includes escalations related to Program Activity Center boards, CalOSBA complaints, and SBDC escalations, as well as inquiries from the escalation inbox. From the initial point of the application process to post-funding, the Customer Experience Specialist ensures a seamless and positive experience for every client, to enhance the overall experience with the company.

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

• Proactively make outbound calls to address and de-escalate customer concerns and complaints, ensuring timely resolution and maintaining a positive customer relationship. Understanding the root cause of the issue, providing appropriate solutions or escalating to higher management.
• Identifying customer profiles and researching applications to identify the gaps in the application experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements - from initial application to post funding with the Customer Experience Representative and PAAS team complaints.
• Liaise with internal teams including the PAAS team and training to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are remedied.
• Raising red flags wherever the business journey- processing, underwriting, funding, pre or post sales - needs correction to ensure the customer has a seamless experience with the application process.
• Collect, track, and analyze customer feedback and suggest improvements performance to gauge how the brand is performing on customer experience performance parameters.
• Foster loyalty among existing customers, encourage referrals and increase brand recognition.
• Follow up on Customer feedback from post call surveys.
• Occasionally provides support to the Customer Experience Representative management team for floor coverage.
  
  

Your Areas of Knowledge and Expertise

• 1-3 years' experience in customer service.
• Ability to plan and execute to customer-specific requirements.
• Excellent communication skills both written and verbal, including the ability to persuade an audience.
• Problem solving and resolution skills.
• Ability to manage multiple tasks simultaneously and prioritize to meet deadlines under pressure.
• Proficient with Microsoft Suite and ability to learn new programs.
• Desire to work in a collaborative team environment.
• Empathy and listening skills.
• Collaboration and project management.
• Speed, flexibility, and agility.
• Data collection and trend analysis.
• Understanding the customer experience.
• Developing initiatives to improve and restore the customer experience.
  
  

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 $23.00-26.00 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 across all US locations. Within the range, individual pay is determined by multiple factors like job-related skills, experience, and state of residence. 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.