Customer Experience Representative

Equal Opportunity Employment 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. Position Overview This Customer Experience Representative 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. Day in the Life 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. The role is customer‑facing and empowered to WOW the customer by providing detailed information, answering questions, solving problems, and providing appropriate solutions. Responsibilities Handle a high volume of inbound/outbound customer calls with professionalism and a consultative approach. Provide an introduction of Lendistry to potential customers, quickly building rapport and ensuring all subsequent communication is well received. Ensure customers have an appropriate level of expectation regarding the lending process at Lendistry. Maintain a thorough understanding of Lendistry product options, guidelines, and documentation requirements. Provide thorough answers to questions about products, services, and processes, anticipating and providing additional information needed. Inform applicants of requirements for re‑decision files from application statuses of withdrawn, declined, or abandoned.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 keeps customer experience the focus. Thoroughly document all customer interactions, providing helpful insight to other team members. Support the training of new Customer Experience Representatives by providing coaching on customer calls under direction from the Customer Experience Team Lead. Assist with occasional in‑person applicant assistance and community outreach to present company programs and services to potential applicants. Understand department goals and work with team members to meet those goals. Participate in special projects and perform other assignments as needed. Areas of Knowledge and Expertise High school degree required, 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, active listening skills. Basic knowledge of computer software and office systems. Ability to thrive in a fast‑paced environment, multitasking while focusing on the customer. High degree of emotional intelligence and customer‑service skills. Strong adherence to communication guidelines, procedures, and policies. Compensation Range The US base salary range for this full‑time position is $20.00–$24.00 per hour. Physical Requirements This is a stationary position that requires frequent sitting (approximately 95%). Required actions include repetitive wrist motions, grasping, speaking, listening, close vision, and the ability to adjust focus. The job may also require occasional standing, lifting, carrying of 20 lbs or less, walking, kneeling, bending/stooping, twisting, pulling/pushing, and reaching above the shoulder. EEO Statement (Reaffirmation) B.S.D. Capital, Inc. dba Lendistry is an equal employment opportunity employer committed to providing its employees, applicants and other covered persons with equal opportunities without regard to race, color, age (40 or older), religious creed, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender expression, gender identity, sexual orientation, military or veteran status (including past, current or prospective service), or any other characteristic protected under applicable federal, state or local law. #J-18808-Ljbffr