Customer Experience Representative

On-Site - Santa Ana CA, 2530 Red Hill Ave, Suite 110, Santa Ana, CA 92705, USA

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.

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!

• 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• Inform applicants of what is needed in order to re‑decision files from application statuses of withdrawn, declined, or abandoned.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 elevate 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 Center Team Lead.
• 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.

• 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.

• 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
• In Office Engagement Activities

The US base salary range for this full-time position is $19 - $22 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.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.