Relationship Specialist, COE

LendingPoint believes that everyone deserves to feel the power of possibilities. With our patented algorithms and technologies, we are creating a new category of fintech offerings. Starting with our ability to create and offer customized personal loans, we are making it easier for consumers to build their financial potential. Forward-thinking merchants appreciate our advanced lending solutions and use our technology to offer installment loans at the point of sale.  And our powerful technology has attracted partners like eBay who want to offer the best financial opportunities to their community of business owners.  

If you are looking to be part of an experienced team in a vibrant and rapidly growing industry, then keep reading. LendingPoint is an excellent and exciting career choice.

What’s In It For You? 

• Competitive Base Salary
• Excellent Benefits Package That Includes: Medical/Dental/Vision, 401(k) match, Paid Holidays, and more! 
• Team Oriented Fast-Paced Fun Environment
• Dedicated and experienced Management Team
• On-going training and investment in our employees

What You’ll Do Day to Day:

Responsible for assisting applicants/customers coming to LendingPoint from key partners through the application and servicing journey. Also responsible for interacting with the merchant’s customers to provide and process information in response to inquiries, concerns, and requests with accuracy and efficiency; handle and resolve complaints and maintain the company’s reputation for high-quality service.

ESSENTIAL JOB FUNCTIONS:

• Provide top-notch service to customers through inbound and outbound calls and using written communication to provide information and support. 
  1. Manage a high volume of inbound and outbound calls in a timely manner. 
• Identify and assess customers’ needs to achieve satisfaction. 
• Assist customers through additional documentation or verification needs.
• Perform reviews of applications to ensure all document, validation, and compliance checks are complete. 
• Establish connection with customers; build an environment of trust through responsive service and understanding needs. 
  1. Maintain company standards in order to ensure a high quality of service. 
• Provide feedback to management and product teams on the customer experience, customer requests, and feedback for continual product and experience enhancement.
• Promptly respond to customer questions; answer customer questions and provide information to resolve any issues. 
  1. Provide accurate, valid, and complete information by using the right methods/tools. 
• Investigate and resolve customer complaints  
  1. Provide appropriate solutions and alternatives within company parameters and follow-up to ensure resolution. 
• Resolve product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution(s) and following up to ensure complete resolution; finding innovative solutions. 
• Follow communication procedures, guidelines, and policies. 
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, actions taken, etc. 
  1. Enter customer information into specified databases and company systems and software applications. 
  2. Ensure all information is entered promptly and accurately. 
• Assist and complete any change of terms of an existing loan.
• Perform all functions related to receipt of ACH transactions, included but not limited to receiving and uploading files. 
  1. Perform ACH and debit card transactions according to federal and state laws. 
  2. Provide and explain the payment structure of a current loan. 

• Meet personal/team targets/goals/quotas, as defined by management. 
• Interface with colleagues across various functional groups to plan and execute internal and external customer interactions. 
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers and be informed of any changes in company policies. 
• Keep appropriate employee/manager adequately informed. 
• Complete amortization schedules both manually and systematic. 
• Correct and recover returned mail, researching current valid entity address utilizing on-line search tools.