Customer Success System Specialist

The Momentus Capital branded family of organizations - which includes Capital Impact Partners, CDC Small Business Finance, and Ventures Lending Technologies - is transforming how capital and investments flow into communities to provide people access to the capital and opportunities they deserve. We are working to reinvent traditional financial systems that have failed to address systemic issues of inequality, economic empowerment, and the widening racial wealth gap by offering a continuum of financial, knowledge, and social capital to help local leaders build inclusive and equitable communities and create generational wealth. This includes a comprehensive package of loan products, impact investment opportunities, training, and business advising programs, and technology services that advance locally-led solutions. Our suite of products and services, experience, and scope will foster equitable job creation, wealth building, and economic mobility.

Position Summary

The Ventures Lending Technology (VLT) team is known for their high level of customer service and dedication to delivering great products. With strong knowledge in loan production and Ventures technical functionality, the Customer Success System Specialist will provide support and training to VLT's clients which operate across all stages of loan production and portfolio management. Our lender clients, most of whom are non-profits, assist business owners across the U.S. Many are Certified Development Financial Institutions (CDFI) or Certified Development Companies (CDC) that generate billions of dollars in financing annually. VLT has offices in San Diego but anticipate this being a full remote position. There may be occasional travel for company meetings (usually semi-annually). We currently have team members in all four US continental time zones.

Essential Responsibilities

Review and respond to incident tickets in our Support Ticketing System according to set response times. (Incidents are the initial point of entry for all help related emails). Generally, response times should be within a few hours.
Communicate clearly and collaboratively with clients to help them find the right solution for their software needs within the platform.
Manage ticket resolution within 24 hours.
Complete follow up at appropriate intervals with clients to close out tickets for tracking purposes.
Provide training to users through online platforms such as Google Meets, Zoom
Create written documentation and videos for training and knowledge base articles.
Requirements

Professional Skills, Education and Experience High school diploma or equivalent - education level will be considered on a holistic basis considering both education and work experience
3-5 years of experience in various lending areas and functions as a Loan Processor and/or Servicer is required
Experience working with a CDFI or CDC is a plus
Usage of Ventures is a plus
Ability to multi-task and quickly switch hats to accommodate various types of incidents
Analytical thinking and problem solving skills are a must in order to provide solutions
Benefits

The base salary for this role is $27.60 - $33.65 / hour and is eligible for an annual incentive.

This role is eligible to work remotely. All employees must be legally authorized to work in the United States. The Company will not sponsor applicants for work visas.
EEO: Momentus Capital is an equal opportunity employer committed to a diverse work force; and, as such, is fully committed to providing employment for qualified individuals, free from discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, pregnancy, childbirth or related medical conditions, or any other protected characteristic established by applicable law.