About the Organization

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.

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 Client Success 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 quarterly or semi-annually). We currently have team members in all four US continental time zones.

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 time 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.

• Create written documentation for training and knowledge base articles.

Qualifications

• At least 3-5 years of experience related to technical support, customer service, or training/teaching of others OR at least 2 years experience working in commercial lending. Education level will be considered on a holistic basis considering both education and work experience.
• User experience in the Ventures+ platform is a plus (http://www.venturesgo.com).
• Knowledge of Payment Processing systems is a plus
• Prior training experience is a plus
• Problem-solving skills.
• Excellent written and verbal communication skills
• Comfortable operating independently and having high value for the team environment.
• Proven experience providing superior customer service online and over the phone.
• Self-motivated individual who takes initiative and is detail-oriented
• Legally able to work in the US without sponsorship