Customer Satisfaction Specialist

Accompany Capital is an award-winning Community Development Financial Institution (CDFI) that is certified by the CDFI Fund at the US Department of the Treasury; and a Small Business Administration (SBA) Approved Micro and Community Advantage Lender.

We are a 501© (3) that creates a pathway to prosperity for New York area underserved entrepreneurs, supporting them as they launch and grow their businesses with access to affordable credit, financial education, training in technology, and best business practices. More information is available at www.accompanycapital.org.

Summary

We are currently seeking a full time Customer Success Specialist in our Jackson Heights Office with a commitment to and enthusiasm for Accompany Capital’s Mission. Reporting to the Director of Small Business Lending, will support the Lending Team by managing and streamlining incoming leads and intake processes to ensure an efficient and organized flow of potential loan applicants. Manages the lead pipeline, balances workloads across loan officers, assists with loan closings, maintains accurate process documentation, and delivers responsive customer support. (Current hybrid schedule; 3 days in-office.)

Duties and Responsibilities

Lead Management & Assignment

• • Receive, track, and manage incoming leads across multiple channels (e.g. Salesforce, SBA Lender Match, CRF Connect, NYC Funds Finder, and Accompany Capital’s website) and ensure all are accounted for in a consistent manner
  • Assigning leads to loan officers based on established load-balancing criteria, availability, and customer fit
  • Monitor lead distribution to ensure equitable workload allocation
  • Prepare and send monthly reports to NYC Funds Finder
  • Attend Capital Providers monthly check-in meetings
  • Share regular reports on lead activity, loan progress, and identified key performance metrics

Loan Packaging and Closing Support

• • Organize loan requests, review them for fit, and work with the applicant to gather a complete loan package in Accompany Capital’s loan origination system, SPARK
  • Perform credit authorizations and credit pulls as needed
  • Ensure all required documents are complete, accurate, and compliant with internal policies
  • Serve as the liaison between applicants, loan officers, and loan closing attorneys to facilitate the loan closing process
  • Review closing documents with the loan officer to ensure accuracy. Maintain consistent and clear communication with clients, legal counsel, and internal staff throughout the closing process
  • Support post-closing activities as needed, ensuring complete documentation and proper file maintenance

Customer Service

• • Respond promptly to customer inquiries via phone, email, or other channels
  • Provide accurate information about loan products, status updates, and next steps
  • Escalate complex issues to the appropriate team members when necessary
  • Provide support to the Business Development team, as needed, by participating in outreach activities, attending small business resource fairs, setting up tables, engaging with prospective borrowers, and sharing information about Accompany Capital’s loan programs and services.

Process Documentation

• • Develop, update, and maintain clear process guides, checklists, and FAQs for internal use
  • Ensure documentation reflects current practices and compliance requirements

Continuous Improvement

• • Establish baseline productivity metrics and monitor workflows for delays, redundancies, or inefficiencies
  • Recommend process changes and technology tools to improve speed, quality, and customer experience
  • Participate in pilot programs, technology rollouts, and process improvement projects

Requirements

• Bachelor’s Degree (or commensurate experience) in Business Administration, Finance, Accounting or a related field
• Minimum of 1-2 years related experience in small business lending, business development oraccounting and a foundational understanding of business financial statements. CDFI experience a plus
• Experience and/or demonstrated interest in community and economic development preferred.
• Excellent skills in Microsoft Office, specifically Microsoft Excel, as well as SalesForce and/or other Customer Relationship Management tools.
• Strong English oral and written communication skills. Bilingual skills in Spanish or French a plus.
• Should be detail-oriented, highly organized and at home in an environment that requires prioritizing multiple different competing tasks and responsibilities.
• Collaborative; enjoy working in a multicultural environment

Competitive benefits package including 3 weeks’ vacation with increase to 4 weeks after one year; 13 paid holidays, 8 sick days, 2 personal days; medical and dental insurance; 403(b) Plan with 10% match. Opportunities for professional development

Second language a plus but not a requirement.