Client Success Specialist

Background

DreamSpring is a nonprofit community lender dedicated to eliminating systemic wealth inequities and accelerating the economic inclusion and strength of underserved communities. Founded in 1994, the organization, which operates in 26 states, provides rapid access to capital and customized wrap-around support to the most vulnerable small business owners, focusing on communities including people of color, women, low- to moderate-income earners, people with disabilities, and start-ups. To date, DreamSpring has issued more than 42,000 loans totaling over $465 million to small businesses that support an estimated 72,000 jobs. Learn more at dreamspring.org.

DreamSpring benefits include:

• Remote, Hybrid, & Flexible Work Options
• Health Insurance – 100% Paid Employee Coverage and a Buy-Up Plan Option
• Dental & Vision Coverage
• Employer-Paid Health Reimbursement Account (HRA) to help towards out of pocket costs
• Flexible Spending Account and Dependent Care Spending Account Benefits
• 100% Paid Long-Term Disability Plan and Accidental Death & Dismemberment
• SIMPLE IRA Retirement Match 3%
• Paid Time Off – 12 Paid Holidays; 12 Paid Sick Days; 3 Personal Days, 1 Wellness Day; Starting 10 Days of Vacation (with increasing accrual schedule with tenure) and 4 Weeks of Paid Sabbatical every 7 years of service
• Annual Company Retreat Event, Bring Pets to Work, In-Office Snacks, Seasonal Half-Day Fridays

To learn more about working for DreamSpring visit our Guide Here.

Summary

The Client Success Specialist drives ongoing client engagement and relationship development through quarterly outreach to the entire DreamSpring client base. This position also creates opportunities for social connectedness for DreamSpring clients through group events. Supports client success by connecting DreamSpring clients to needed resources and mentors. Serves as an internal and external expert on client resources.

Responsibilities

NOTE: DreamSpring may unilaterally change the requirements of this job description at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following:

• Completes outbound calls to the entire DreamSpring client base once per quarter with the intention to develop further ties to the organization and provide needed technical assistance and connection to resources.
• Builds and develops relationships with existing DreamSpring clients to increase repayment performance, build social capital, improve business success and bring awareness and understanding of DreamSpring’s mission and product offerings.
• Manages relationships with local/regional technical assistance partners such as SCORE, Minority Business Development Agencies, Women’s Business Centers (WBCs), small business development centers, etc. in states not covered by Community Engagement Officers; documenting all actions and updates in Abacus and HubSpot.
• Supports work with the Client Advisory Council Board, attend council board meetings to gather insights on how to best work with DreamSpring clients.
• Gathers insights from quarterly client calls and informs MarCom, Lending and Client Success Departments of those insights to improve conversion rates and client satisfaction.
• Maintains a list of mentors available for DreamSpring’s clients to use as a resource.
• Develops a good understanding of DreamSpring’s products and services to be able to answer detailed questions from small business owners.
• Provides excellent client service and manages expectations through good communication and timely response.
• Assists in the development of new products and services to ensure they are designed to meet the needs of DreamSpring clients.
• Updates communications team about activities and upcoming events for use in organizational communications.
• Provides transformational client experience and satisfaction, by delighting our clients in anticipating their needs, practicing active listening, and granting clients our undivided attention.
• Ensures strict confidentiality of all stakeholder’s personal and business financial records as well as organizational records.
• Ensures both individual and Client Success team goals are met on a quarterly basis.
• Ensures Abacus and CRM (HubSpot) systems are regularly updated with current client information and detailed notation of client contact.
• Maintains an effective filing and retrieval system.
• Performs other duties as assigned.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Regular and timely attendance is also required for this job.

Requirements

Minimum Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or Equivalent.
• At least two years of experience in either a business ownership or management capacity.
• Bilingual in English and Spanish.
• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of cash management principles and/or procedures.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic
• Knowledge of professional communications, fundraising, and Community Development Financial Institutions
• Knowledge of record management and basic accounting procedures.
• Knowledge of navigating working in a virtual or hybrid work environment.
• Ability to learn financial and accounting principles and procedures.
• Ability to learn lending processes.
• Ability to demonstrate outstanding client service at all times.
• Ability to set up and maintain financial accounts and ledgers and loans.
• Ability to understand and follow oral and written instruction.
• Ability to sort, check, count and verify numbers.
• Ability to analyze and solve problems.
• Ability to count currency accurately.
• Ability to meet strict timelines.
• Ability to prepare and present loan documentation.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
• Ability to maintain confidentiality.
• Ability to work independently with minimal supervision.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Must be able to successfully pass a pre-employment background investigation.

Preferred Qualifications:

• Bachelor’s Degree in Business Administration or a related field.

Needed Attributes:

• Ability to demonstrate passion around the work of DreamSpring.
• Ability to recognize and appreciate the pioneering spirit of all DreamMakers.
• All actions, behavior and results have integrity.
• Attitude of doing all things with excellence.
• Continually seeks improvement.
• Holds oneself and others accountable for behavior, actions, and results.
• Demonstrates consistency in values, principles, and work ethic.
• Willingness to take on new challenges, responsibilities, and assignments.
• Able to work with a diverse group of people.
• Professional appearance and manner.

Working Conditions and Physical Effort: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employee is regularly required to sit, stand, walk, talk, listen, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Will have some repetitive hand and arm motions and prolonged periods of sitting.
• This position requires frequent manual dexterity in combination with eye/hand coordination such as keyboarding and handling of equipment.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually low to moderate.
• Ability to be on a web camera/computer screen and remain on screen for extended periods for virtual meetings.
• Work is generally performed in an office (in-person and/or remote).
• Some outdoor work may occasionally be required.
• Evening and weekend work may be occasionally required.

Compensation and Benefits

The salary range is $22-$28+/hour depending upon years of relevant experience and education.

How to Apply

See link to apply here.

**Thank you for your interest in a DreamSpring position. To ensure the validity of communications, please make sure that any messages claiming to be from a DreamSpring representative originate from a DreamSpring.org email address. If you believe you have received a fraudulent message, please report it to the third-party employment site and apply directly on DreamSpring’s Careers Page (https://dreamspring.applytojob.com/). We will never ask for your banking information as part of the application process. We look forward to reviewing your application. **

Please let us know how we can make our job interviews or application formatting accessible to your needs by emailing info@dreamspring.org.

DreamSpring is an equal opportunity employer. At DreamSpring, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, national origin, age, marital status, military and veteran status, and any other characteristic protected by applicable law. DreamSpring believes that diversity and inclusion among our teammates is critical to our success.