Customer Service 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  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.

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.

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 escape 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…