Accompany Capital · 1 day ago
Customer Success Specialist
Queens, NY
Full-time
Hybrid
Entry Level
$65K/yr - $75K/yr
1+ years expAccompany Capital is an award-winning Community Development Financial Institution (CDFI) that creates a pathway to prosperity for New York area underserved entrepreneurs. The Customer Success Specialist will support the Lending Team by managing incoming leads, assisting with loan closings, and delivering responsive customer support.
CreditEducationFinancial ServicesTraining
Responsibilities
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
Assign 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
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
Serve as the liaison between applicants, loan officers, and loan closing attorneys to facilitate the loan closing process
Prepare and/or 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
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
Develop, update, and maintain clear process guides, checklists, and FAQs for internal use
Ensure documentation reflects current practices and compliance requirements
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 roll outs, and process improvement projects
Qualification
Required
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 or accounting and a foundational understanding of business financial statements (CDFI experience a plus)
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
Detail-oriented, highly organized, and at home in an environment that requires prioritizing multiple different competing tasks and responsibilities
Collaborative and enjoys working in a multicultural environment
Preferred
Experience and/or demonstrated interest in community and economic development
Benefits
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 match
Opportunities for professional development
Company
Accompany Capital
Accompany Capital provides access to financial education, affordable credit and business practices training for immigrants and refugees.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$6.12MKey Investors
Community Development Financial Institutions Fund
2022-04-10Grant· $6.12M
Leadership Team
Yanki Tshering
Founder and Executive Director
Recent News
GlobeNewswire
2025-12-16
Company data provided by crunchbase