About Ascendus
Ascendus is a nonprofit small business lender whose vision is to create a world of financial ascension for all. Our mission is to empower low-to-moderate-income entrepreneurs through access to capital and business support to create and grow healthy enterprises and contribute to thriving local economies. Since 1991, Ascendus has provided more than $297 million to 35,890 small business owners across the country. For more information, visit www.ascendus.org.
Role
1. Client services & Inquiry Response
- Daily response to outstanding inquiries from clients, and internal staff, both in person and via other communication sources;
- Satisfy inquiries stemming from monthly billing statements, account status, and general account adjustments including change of address and change of bank account;
- Satisfy inquiries stemming from Promissory Notes and Loan Funding process;
- Responsible for back-office compliance work including the mailing of client correspondence, the reception of correspondence as well as individual in-person attention as needed for both clients and internal staff;
- Responsible for back-office client services support including, fax routing, and voicemail routing.
- Daily monitoring of the loan service inbox to ensure that all requests, documents, and deliverables are captured each
2. Loan Closing & Quality Control
- Responsible for the Core Lending loan closing process, as well as ensuring the accuracy of the loan closing information in both original documents, and within the lending platform;
- Responsible for the Core Lending loan disbursement process to ensure the accuracy of wiring information, adherence to board-approved credit policies and proactive communication with Finance Department on requested wire and ACH loan disbursements;
- Responsible for the Client Services portion of the Community Advantage loan disbursement process;
- Accountable for the storage, and maintenance of required original documents in local fireproof safe as required, and electronic files for effective document
3. Loan Collections
- Willingness to handle a high volume of daily phone calls in a professional manner and up to FDCPA standards;
- Ensure the accuracy of repayment information to minimize errors that affect client repayment.
- Ability to acknowledge errors, learn from errors, and be accountable for self-improvement;
- Ability to negotiate payment solutions with delinquent clients and resolve conflicts to find solutions;
- Handle phone calls, payment adjustments, reallocations, and payment arrangements to keep the daily delinquency below 4.0%
- Ability to handle administrative work in an organized and structured manner including returned mail, late notice mailing, client account changes, and other department-specific document requirements;
- Work cooperatively with the Payment Support team and manager in a fast-paced, goal-oriented, collections department;
- Suggest a course of action to pursue with delinquent accounts;
- Must communicate and follow up effectively with Client Services Department regarding client accounts on a timely basis;
- Be able to visit the post office periodically and as necessary mail documentation that requires immediate attention.
- Other duties and responsibilities based on the department’s operational needs and as instructed by Supervisor or manager
Key Competencies
- Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail.
- Reaches to peers and cooperates with supervisors to establish a collaborative working relationship. Puts success of the team ahead of personal achievement.
- Follow-through on commitments. Lives up to verbal and written agreements, takes instruction well, and can be reliably trusted with important wo
- Able to produce significant output with minimal wasted effort.
- Organization and planning. Plans, organizes, schedules, and budgets in an efficient, productive manner. focuses on key priorities.
- Attention to detail. Carefully monitors the details and quality of own work and other’s work thoroughly while remaining efficient and as error-free as possible
Minimum Requirements
- Alignment with core values of adaptability, dedication, empathy, inclusion, integrity, and passion.
- Customer Service & Call Center Environment Experience (preferred)
- Bilingual (English/Spanish Fluency) (Required)
- Basic MS Excel and Word (Required)
- Knowledge of FDCPA (preferred)
- College Degree/Some College or related work experience (preferred)
- Willingness to cross-train and take on tasks as assigned
- Flexibility on schedule to work overtime when available
Compensation & Benefits
- Salary depending on experience
- Competitive salary
- 100% employer-paid medical, dental, and vision premium plan offerings (savings of $6K – $12K per annum)
- Robust medical plans with $0 deductible and 0% co-insurance options are available
- Each employee receives a $1,500 employer-paid HRA card for a wide range of medical-related expenses such as co-pays, prescriptions, etc.
- Eligible for 401(k) participation after thirty (30) days of employment
- Participation in Success Share Plan (a profit-sharing program)
- Summer Friday’s
- Parental Leave Plan
- 13 paid holidays and generous paid time off policy
- Annual company-funded offsite retreat