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Direct Community Investments Client Experience Associate - Washington, DC

Location: Washington
Posted on: February 10, 2024

Job Description:

Direct Community Investments Client Experience Associate - Washington, DC The Latino Economic Development Center (LEDC) is a non-profit community development organization founded in 1991. LEDC's mission is to serve as a catalyst that drives the economic and social advancement of low-to-moderate-income Latinos and other underserved communities by equipping them with the skills and tools to achieve financial independence, acquire personal and business assets, and create generational wealth. We achieve our mission through small business development and financing, homeownership counseling, tenant services, and affordable housing preservation. - Direct Community Investments Client Experience Associate - Washington, DC We are currently looking for a Direct Community Investments Client Experience Associate at our DC location! This position is part of our Direct Community Investments (DCI) team and reports to one of our DCI Program Managers. The Direct Community Investments team was created in the wake of COVID-19 to accelerate the grant deployment process for both public and private funders interested in providing direct financial assistance to communities affected by the pandemic. This position plays a crucial role in providing top-notch customer service and support to grant program participants by addressing program inquiries, resolving issues, and ensuring a seamless experience throughout their interactions with the DCI team over the phone and chat box. Position Summary

  • Serve as the primary point of contact for grant program participants, handling a high volume of incoming phone calls and phone call-backs and offering assistance in a professional and courteous manner.
  • Answer client questions through the grant customer service chat box.
  • Address program-related inquiries and provide accurate information to participants.
  • Collaborate closely with the rest of DCI the team to escalate complex matters and ensure timely resolution and follow up.
  • Maintain accurate knowledge on internal systems to provide up to date information on participant records.
  • Uphold a strong understanding of the programs details and guidelines.
  • Develop sufficient functional understanding of all relevant technology tools (Ring Central, Stacker, Intercom, and others as needed).
  • Other tasks as assigned. Location & Schedule This position reports to our DC office, located at: 1401 Columbia Rd NW, Unit C-1, Washington, DC 20009. This is a full-time, exempt role which typically requires 40 hours per week. Some travel may be required. Requirements
    • HS Diploma & 4 years relevant experience, or equivalent combination of experience and education.
    • Experience in a customer service role.
    • Strong verbal and written communication skills, with an empathetic and professional approach.
    • Ability to handle many tasks and prioritize tasks in a fast-paced office environment.
    • Ability to problem-solve and find suitable solutions for participant concerns.
    • Patience, resilience, and adaptability in managing diverse participant interactions.
    • Proficiency with Microsoft suite, including Excel and Outlook.
    • Strong collaboration skills to work effectively within the DCI team. Nice-to-haves:
      • are bilingual (English and Spanish), and are able to read, write, and communicate in Spanish,
      • have experience in a call center or other phone-based customer service industries,
      • possess strong conflict resolution and de-escalation techniques,
      • work well with others, are a good listener, think creatively and work independently,
      • have a strong desire to help others from a diverse group of individuals, including limited English-speaking communities. ---we strongly encourage you to apply! Compensation and Benefits The salary range for this position is $50,000 - $57,905 annually, dependent on experience and team budget. LEDC is proud to offer a generous benefit package including healthcare, vision, dental, disability and life insurance plans available to employees at no cost, sick, vacation and personal days and more! How to Apply Send your cover letter and resume to MCudePacheco@ledcmetro.org, with a subject line of: DCI Client Experience Associate. No phone calls please! Notices Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact HR@LEDCMetro.org . LEDC is proud to be an equal opportunity employer, with a drug-free workplace, and complies with ADA regulations as applicable. All applicants are considered for all positions without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, age, personal appearance, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage, or any other protected classification, in accordance with applicable federal, state, and local laws. E-Verify LEDC participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, visit e-verify.gov . Given our industry, the types of services we offer and communities we serve, the organization may obtain consumer reports, or investigative consumer reports, in connection with your employment application. Investigative consumer reports include investigations conducted by consumer reporting agencies through personal interviews on information as to character, general reputation, personal characteristics, or mode of living. You may make a written request for disclosure of the nature and scope of any investigative consumer report. Investigative consumer reports include record checks and may contain information culled from interviews with former employers, business references, and/or personal references. You can access a separate document entitled "Summary of Your Rights under the Fair Credit Reporting Act" here . Reports will be obtained from Insperity Employment Screening , 19001 Crescent Springs Dr., Kingwood, TX 77339. J-18808-Ljbffr

Keywords: LATINO ECONOMIC DEVELOPMENT CENTER, Washington DC , Direct Community Investments Client Experience Associate - Washington, DC, Other , Washington, DC

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