The Organization

Small businesses 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 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/

The Role

Do you have the business savvy and problem-solving skills necessary to thrive in a high-volume financial services organization? Are you looking to hit the ground running and have an immediate impact in providing capital to small business owners across the United States? 

As our Manager of Customer Experience and Operations Excellence, you will lead the way in ensuring customers are satisfied with their experience with us during the loan application process and once they have a loan. You will blend great empathy and listening skills with speed, flexibility, and agility to collaborate across functions and manage projects to improve the experience. The ideal candidate would have previous experience with Community Development Financial Institutions, have strong verbal and written communication skills, a background in sales or customer care, be highly organized and detail-oriented, and thrive on providing great support/service to diverse small business owners.

 

Responsibilities:

  • Responsible for ensuring applicants and customers are satisfied with their experience with Accion Opportunity Fund
  • Establish customer satisfaction metrics and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate
  • Develop vast knowledge of products and services being offered and customer’s experience with each
  • Collect, track and analyze customer feedback and suggest improvements to various teams—including technical, marketing, and other departments—to better the overall customer experience
  • Develop and maintain customer journey maps
  • Build on customer personas to understand target market’s needs to improve conversion
  • Empower call center teams with autonomy to be able to pull applicants in
  • Uphold high customer service standards
  • Identify improvements to the customer experience, generate solutions through creativity, research and analytics, then work cross-functionally to implement solutions
  • Generate and monitor performance reports and listen to calls to achieve higher customer satisfaction
  • Communicate effectively across all areas of the small business team, leading productive meetings when convening cross-functional groups
  • Create polished training materials on all process updates
  • Research best in class customer care and adapt then implement at Accion Opportunity Fund
  • Assist Vice President in managing projects identified to improve team performance

 

Qualifications:

  • 4+ years of experience in financial services experience, ideally at a CDFI
  • 4+ years of experience in customer service or sales
  • Experience with contact/call centers preferred
  • Ability to empathize with and prioritize customer needs 
  • Comfortable with ambiguity
  • Exude patience and ownership with each customer (internal and external)
  • Ability to determine customer needs and provide appropriate solutions, setting expectations with customers 
  • Proficient in Microsoft Word, Powerpoint, and Outlook
  • Spanish a plus
  • Bachelor’s Degree preferred
  • Legally eligible to work in the United States


Perks & 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.
  • 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).
  • Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance, Auto/Renters/Homeowners insurance, Pet Insurance, and Legal plans.
  • Tax-deferred & Roth 403(b) Retirement Plan with employer match. Employer match increases with tenure.
  • Paid vacation days (increased with tenure), 12 paid holidays, and 10 Sick days, and family leave days per year.
  • This is a fully remote (work from home) position.