Client Success Coordinator

Are you a tenacious advocate who loves engaging with community members? Are you passionate about economic justice and immigrant rights? If so, then this might be the perfect opportunity for you. Join MAF in our fight for economic justice! We're seeking a dynamic and dedicated Client Success Coordinator who is passionate about engaging and building relationships with the community, inspiring action, and creating a more equitable world.

About MAF

MAF is a San Francisco–based nonprofit and certified CDFI working to make immigrant and low-income families visible, active, and successful in their financial lives. Since 2007, we've originated more than 21 million in zero-interest loans through our Lending Circles program — now offered nationally — and built lending products that meet families where they are: applying for citizenship, starting a business, or weathering a crisis. Our team blends nonprofit, financial services, and tech expertise, and we work in close partnership with the communities we serve.

Your Role

As a Client Success Coordinator, you'll be the person clients talk to most: guiding them through loan applications, answering questions in English and Spanish, troubleshooting when things get hard, and showing up at community events to bring new clients into our programs. You'll work across our Lending Circles, Immigration Loans, and Business Loans programs, sit on the Programs Team, and report to the Programs Director. The role is hands-on and high-touch — ideal for someone who finds energy in service and follow-through.

Reports to: Programs Director

Desired Skills and Experience

• Bilingual fluency: Fluent in English and Spanish, written and verbal. (Required, not preferred.)
• Community Engagement: Proven experience working with immigrant communities, with cultural humility and a commitment to inclusion. Lived experience welcomed.
• Client Support: Empathetic and patient, with a strong ability to actively listen, understand client needs, and provide tailored support.
• Communication: Clear written and verbal communication; able to facilitate workshops and present to groups in both languages.
• Initiative and Teamwork: Self-directed, organized, and at home in a collaborative team.
• Technical Proficiency: Comfortable using technology and proficient in Google Workspace, Slack, and CRM systems (Salesforce experience a plus).
• Financial Knowledge: Solid understanding of personal finance concepts, including budgeting, savings, credit building, and financial products.
• Flexibility: Willingness to work occasional evenings and weekends and travel within the San Francisco Bay Area to meet client needs and participate in community events.
• Education: Bachelor's degree in a relevant field or equivalent experience in customer service, social work, or the financial sector.

Key Responsibilities

I. Client Success (60%)

• Application Processing: Guide clients through the application process for financial products, including intake, verification of requirements, loan underwriting, and group formation. Ensure compliance with MAF's policies and procedures.
• Client Support: Provide exceptional and timely support to clients, answering inquiries, troubleshooting issues, and offering personalized assistance through group sessions and one-on-one interactions.
• Relationship Management: Cultivate strong relationships with clients through in-person and virtual engagement, demonstrating empathy, active listening, and a commitment to their success.
• Loan Servicing: Support clients throughout their loan journey, including answering inquiries, presenting options, processing modification requests, and proactively resolving any challenges.
• Continuous Improvement: Contribute to process improvement initiatives by identifying opportunities to enhance efficiency and effectiveness in loan servicing and client support.

II. Community Engagement (30%)

• Outreach and Education: Represent MAF at community events, presenting our programs and services to potential clients and allies. Build relationships and address questions with a focus on client needs.
• Client Advocacy: Serve as a primary point of contact for client inquiries, providing timely and accurate information both in person and virtually. Advocate for client needs and work collaboratively to find solutions.
• Program Enhancement: Proactively identify opportunities to enhance client support and satisfaction. Collaborate with the team to suggest and implement improvements to policies, processes, and systems.

III. Team and Operations (10%)

• Teamwork: Play an active role in achieving the Program team's goals, collaborating effectively, prioritizing tasks, and adapting to changing needs.
• Knowledge Management: Maintain accurate and up-to-date records of client interactions, ensuring compliance with all policies and procedures.
• Organizational Engagement: Actively participate in staff meetings, attend events, and contribute to a strong and supportive organizational culture.

Mission Asset Fund is an equal opportunity employer. We strongly encourage applications from people of color, immigrants, first-generation professionals, and individuals with lived experience in the communities we serve. MAF does not discriminate on the basis of race, color, national origin, ethnic background, religion, sex, sexual orientation, gender identity, age, or disability.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Deadline: Applications are processed on a rolling basis. The position will remain open until filled.

• No phone calls.
• Recruiters, please don't contact this job poster.
• Do NOT contact us with unsolicited services or offers.

• We provide 20 days of Paid Time Off (160 hours)/year accrued for the first two years of full-time employment, and 13 paid holidays.
• We provide generous medical (HMO and PPO options), dental, vision, disability, life, flexible spending account, and AD&D insurance.
• We care about your financial future. We provide a matching 401K plan that is immediately vested. We will match up to 6% of your compensation/year.
• Commuter benefits & flexible savings accounts: pre-tax benefit accounts used to pay for expenses like healthcare or commuter expenses like parking, vanpool, public transit, including train, subway, bus, and ferry.

English: Fluid both spoken and written

Spanish: Fluid both spoken and written