Summary:

We are seeking a client-facing, detail-oriented, customer-focused, and supportive Customer Success Coordinator to join our Franchise SBA Loan Processing team. This role will be responsible for assisting with the loan packaging process and closing of SBA loans, ensuring all documentation is accurate and complete, and providing exceptional customer service to our clients. The ideal candidate will have a strong understanding of bank lending practices, preferably SBA loan programs, excellent communication skills, the ability to develop startup business financial modeling/projections, and knowledge of how to read a balance sheet.

Duties and Responsibilities:

Loan Documentation Support: Review all necessary loan documents for processing and closing, ensuring compliance with SBA regulations and bank policies.

Client Interaction: Serve as the primary point of contact for borrowers, maintaining a professional and friendly demeanor while answering questions and providing updates throughout the internal loan packaging process and the bank closing process.

Coordination: Collaborate with bank underwriters, bank loan officers, and internal departments to facilitate a smooth and expeditious loan packaging and closing process.

Compliance: Ensure all loan processes adhere to SBA guidelines and bank procedures, including compiling loan packages, facilitating bank closing checklists, and obtaining necessary approvals.

File Management: Maintain accurate, detailed, and organized electronic loan files in appropriate software platforms such as HubSpot, FileInvite, and ShareFile, following internal filing systems best practices.

Problem Solving: Proactively assist clients by identifying and resolving any issues or discrepancies during the loan packaging stage.

Bank Closing: Hold bank closers accountable for efficient, communicative, and timely processing and feedback during the bank closing process.

Quality Control: Conduct thorough reviews of loan packages to ensure completeness and accuracy before final submission.

Financial Modeling: Knowledge of how to develop startup business financial projections using Microsoft Excel. Ability to make quick and efficient as needed adjustments to projections workbook.

Balance Sheet Analysis: Demonstrate knowledge of how to read and interpret balance sheets.

Other duties as assigned: Desire to be team player and participate in the spirit of camaraderie to support fellow colleagues.

Working Conditions:

• Remote Work.
• Since this is a Work From Home position, the candidate must have a designated workspace and must have mastered the discipline necessary to maintain a professional work environment, free from personal interruptions, distractions, and noise.
• All projects include working with prospects and clients personal and business financial information. Firm policies regarding confidentiality are to be applied in every instance both internally and externally.
• May require additional and flexible hours when necessary to meet deadlines.
• Occasional travel for meetings, or to attend networking events, seminars, conferences.

Knowledge, Skills, and Abilities:

• Provide "best-in-class" exceptional customer service by promptly addressing borrower inquiries, maintaining positive relationships with clients, and ensuring their satisfaction throughout the loan process.
• Mastery of the discipline necessary for a professional Work From Home environment, free from personal interruptions, distractions, and noise.
• Bachelor's degree in finance, business administration, or a related field preferred.
• Minimum of two years of experience in loan processing, closing, or a related role.
• Strong understanding of SBA loan programs, policies, and procedures is preferred but not required.

Success Factors:

• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Proficiency in Microsoft Office Suite, especially Microsoft Excel, and loan processing software.
• Strong knowledge of economic matters including interest rates, monetary policy, and financial subjects.
• Experience with Hub Spot, File Invite, and Zoom is highly desirable.
• Experience in the franchise industry is extremely helpful but not required.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Problem-solving skills and the ability to work independently.
• Strong positive client-facing and customer service skills.
• Must possess an innate desire to serve with calm, patience, empathy, and thoroughness. Will be working with customers who have never owned a business nor been through an SBA business loan process before.

This job description does not list all the duties of the job. You may be asked by Partners or peers to perform, or assist in performing, other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.