About Ascendus

Ascendus is a nonprofit small business lender working to create economic opportunity by providing entrepreneurs with access to the capital and the business support they need to develop and grow healthy enterprises and contribute to thriving local economies. As an accredited CDFI, since 1991, Ascendus has provided almost $600 million to over 70,000 small business owners across the country. For more information, visit www.ascendus.org. 

Mission of the Intake Specialist I

The Intake Specialist I serves as the first impression of Ascendus and plays a critical role in expanding access to capital for underserved entrepreneurs. This position is responsible for converting prospective borrowers into qualified applicants through exceptional customer service, timely follow-up, effective needs assessment, and seamless coordination with the lending team. The Intake Specialist helps ensure every eligible entrepreneur has a positive experience while supporting efficient pipeline management and loan production. 

The Intake Specialist I will report to the Lending Manager, Northeast and Expansion Team. 

Key Outcomes

The Intake Specialist I will achieve the following: 

Prescreen and Process Applications, Clients Support & Reporting (60%) 

The Intake Specialist is accountable to manage an equitable workload while meeting established service levels and productivity expectations: 

  • Manage inbound inquiries across multiple channels while maintaining established response-time standards. 

  • Track all leads systematically in Loan Operating System and reports any system issues to manager and report through ticketing system.  

  • Convert eligible childcare and priority program leads into completed Fast Track applications. 

  • Remain current on lending guidelines to lead applicants appropriately through the lending process and additional services.  

  • Deliver a high-quality client experience that reflects our mission, professionalism and commitment to financial inclusion: 

    • Following up with client calls, applications, and emails within 24 hours 
    • Documenting interactions with customers by entering notes in Loan Operating System 

Communications (25%) 

  • Create and Maintain RDLs, email templates, and canned responses on live chat up to date 

  • Ensure consistency between internal guidelines and external communication (including website) 

  • Manage specific program pipelines and send emails to facilitate applicants through our process and/or to promote new programs to qualified applicants.  

One on One Technical Assistance Work (15%)  

Provide Technical Assistance to Active Portfolio scheduling at least 1 Technical Assistance Session per Quarter (to LIIF and SBA clients) covering at the minimum the following topics: 

  • Credit Analysis: Pull Credit Report and review - Work with small business owners to identify strengths and weaknesses in credit and business practices.  

  • Provide two to three recommendations to improve credit and/or provide a partner referral.  

  • Cash Flow Analysis: Review of the last Quarter Bank Statements 

  • General Biz Coaching: Discuss relevant changes on the Biz Model such as: New Biz Partner, New Legal Entity/Structure, New Biz Location & New Market channels, New Products or additional services offered, New Assets vs New Liabilities (debt) acquired. 

When appropriate:  

  • Correct Negative Payment Behaviors: Refer client to our Payment Support Department 

  • Offer Ascendus Step-Up Loan. 

Key Competencies

Productivity: The level of work output or efficiency as compared to a standard or compared to others. The ability to use time and resources well. 

Organizational Skills: The ability to manage tasks, projects, information, and materials within a well-ordered system. The degree to which multiple assignments are managed and completed according to established schedules. 

Teamwork: The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals. 

Communication: The ability to effectively converse and listen to others concerning company matters. The use of proper written and grammatical skills, and the meaningful application of computer technology [e-mail, Internet, etc.]. 

Dependability: The degree of follow-through on assignments. The degree to which the employee can be counted on to complete assignments in a timely and competent manner. The degree to which the employee is self-directed, takes initiative, and is proactive. 

Attention to detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations.  The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. 

Skills and Qualifications

  • Bachelor’s degree preferred. 

  • Bilingual – English and Spanish required. Portuguese a plus 

  • Knowledge of Salesforce, selling loan products and financial statement analysis 

  • Strong customer relationship management skills. 

  • Ability to work in a fast-paced environment 

Compensation and Benefits

  • Competitive salary based on experience and qualifications. 

  • Comprehensive health benefits with generous employer contributions toward medical, dental, and vision coverage for employees and their families.   

  • Employer-paid HRA card for medical-related expenses such as co-pays and prescriptions.  

  • Monthly mobile phone stipend of $30.  

  • Eligibility for 401(K) participation after 30 days of employment, and employer-match of up to 3% of annual salary.   

  • Flexible time off.