Sr. Manager, Loan Customer Experience

Remote location in Atlanta, New York City, Miami or hybrid role in Los Angeles or Bay Area preferred. 

THE ORGANIZATION:

Small business owners uplift communities and anchor local economies, while creating opportunities for themselves, their families, their employees, and our neighborhoods. Yet entrepreneurs who are people of color, women, and immigrants often struggle to secure capital and resources, as they are systematically shut out from traditional financing. 

Accion Opportunity Fund Community Development is an unparalleled financial support system that provides these small business owners with access to capital, networks, and coaching. We work to build inclusive and accessible options for these determined business owners. For over 25 years we have served a client base that is nearly 90% women, people of color, or immigrants. 

In addition to providing resources and loans to small businesses, we also conduct original research, advocate for policy changes, and finance community construction projects in low-income neighborhoods through our New Markets Tax Credit program.

Together, we are building a diverse, vibrant community where opportunity, knowledge, and access to capital are within reach.

For more information about us, visit https://aofund.org/

ROLE SUMMARY: 

The Senior Manager of Loan Customer Experience will bring a passion for small business lending and expertise in leading customer initiatives. You will develop and implement a seamless application and servicing experience that combines immediate, on-demand, automated service with personalized help from agents when desired. As a proactive customer advocate, you will support lines of business with initiatives that drive improved satisfaction and loyalty. As you work with teams across the company, you will regularly share successes and challenges to ensure we are focused on what will most improve our small business owners’ experience when applying for and receiving a loan with Accion Opportunity Fund.

JOB DUTIES AND RESPONSIBILITIES:

• Ensure applicants and borrowers are satisfied with the service received by customers seeking a loan and engaging with our automated offerings and contact center staff with Accion Opportunity Fund
• Expand on existing customer satisfaction metrics throughout lending lifecycle – then set targets to exceed customer expectations and build customer loyalty
• Develop depth of knowledge of loan products and AOF services – including the customer’s experience with each
• Collect, track and analyze customer feedback to drive improvements in partnership with technical, marketing, and operations teams
• Execute on the organizational vision for the customer experience and proactively generate solutions through creativity, research, and analytics
• Communicate effectively across all areas of the small business team, leading productive meetings when convening cross-functional groups
• Research best in class customer experience and adapt for AOF then implement
• Develop and maintain customer journey maps
• Provide quarterly updates to executive team on customer experience including customer satisfaction scores and all customer concerns reported
• Lead Zen Desk implementation and integration of artificial intelligence into the customer lifecycle
• Provide training, support, and how-to's for counterparts across AOF to ensure ZenDesk platform is used to maximum potential
• Partner with engineering, marketing, sales, campaign execution manager, and lines of business to optimize and improve upon all customer communications
• Support ideation and implementation of lending experience improvements, ensure changes to lending and service portals are thoroughly tested for all updates and launches
• Assist Vice President of Sales & Service Delivery in managing projects identified to improve customer experience

MUST HAVES:

• 5+ years of experience in financial services experience, ideally at a CDFI
• 10+ years of experience in customer service or sales, ideally with contact center
• Expertise in Zen Desk platform
• Clear sense of priorities and effortlessly organized
• Ability to determine customer needs, suggest appropriate solutions, and build process flows, training materials, scripting, etc as needed for a wide array of stakeholders (e.g. customer-facing material, agent training, LOB leader or executive level briefings)
• Comfortable with ambiguity, default to taking action and ownership to resolve issues encountered by internal and external customers
• Proficient in Microsoft Word, Power Point, and Outlook

NICE TO HAVES:

• Experience with using and implementing AI
• Fluency in Spanish
• Bachelor’s Degree
  
  

PERKS AND BENEFITS:

Our mission is what motivates us to come to work each day. We know that happy employees are productive employees, which is why we offer a comprehensive benefits package that includes:

• Competitive salary commensurate with experience.
• An environment that values work-life balance and monthly remote work reimbursements.
• 100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection) as well as Flexible Spending Accounts.
• Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance and legal plans.
• Tax deferred & Roth 403(b) Retirement Plan with employer match. 
• Unlimited vacation days, 12 paid holidays, 10 Sick days, and paid parental leave.

We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range*: $81,906 - $110,382

*Please note that the above salary range is a national range, and compensation is dependent upon the candidate’s experience and skill level.

• 
internal and external customers
• 
NICE TO HAVES:
(Nice to have: Please list preferred education, previous job experience, certifications, and technical skills.)
• Experience with using and implementing AI
• Fluency in Spanish