Client Success Coordinator

Are you a tenacious advocate who loves engaging with community members? Are you passionate about economic justice and immigrant rights? If so, then this might be the perfect opportunity for you. Join MAF in our fight for economic justice! We're seeking a dynamic and dedicated Client Success coordinator who is passionate about engaging and building relationships with the community, inspiring action, and creating a more equitable world.

About MAF

MAF is a pioneering non-profit dedicated to supporting individuals to become visible, active and successful in their financial lives. We blend tech innovation with economic justice, creating groundbreaking programs for hardworking, and immigrant families. Our team is a vibrant mix of nonprofit and tech professionals, united by a passion for positive change.

Your Role

As a Client Success Coordinator with MAF, you’ll have the opportunity to learn and develop within an organization that sits at the forefront of economic justice work and leads with innovative and big ideas. You will support clients’ financial journeys through enrollment and successful participation in MAF’s loan programs, which include Immigration Loans, Business Loans, and the award-winning Lending Circles program. You will provide excellent customer service to clients throughout their participation and build relationships within our community. As part of the Programs Team, you’ll be challenged from day one by exciting projects, working alongside the best and brightest, and enjoying an amicable work environment.

Reports to: Program Manager

Desired Skills and Experience

• Community Engagement: Proven experience working with immigrant communities, demonstrating cultural sensitivity and a commitment to inclusivity.
• Relationship Building: Exceptional interpersonal skills with a knack for building strong relationships with clients, partners, and colleagues.
• Communication: Excellent written and verbal communication skills, including the ability to effectively facilitate workshops, deliver presentations, and craft compelling communications.
• Client Support: Empathetic and patient, with a strong ability to actively listen, understand client needs, and provide tailored support.
• Initiative and Teamwork: A self-starter with a strong work ethic, capable of working independently and collaboratively within a team environment.
• Technical Proficiency: Comfortable using technology and proficient in Microsoft Office Suite, Google Workspace, and CRM systems (Salesforce experience a plus).
• Financial Knowledge: Solid understanding of personal finance concepts, including budgeting, savings, credit building, and financial products.
• Bilingual Proficiency: Fluency in English and Spanish, with strong written and verbal communication skills in both languages.
• Flexibility: Willingness to work occasional evenings and weekends and travel within the San Francisco Bay Area to meet client needs and participate in community events.
• Education: Bachelor's degree in a relevant field or equivalent experience in customer service, social work, or the financial sector.

Key Responsibilities

I. Client Success (60%)

• Application Processing: Guide clients through the application process for financial products, including intake, verification of requirements, loan underwriting, and group formation. Ensure compliance with MAF's policies and procedures.
• Client Support: Provide exceptional and timely support to clients, answering inquiries, troubleshooting issues, and offering personalized assistance through group sessions and one-on-one interactions.
• Relationship Management: Cultivate strong relationships with clients through in-person and virtual engagement, demonstrating empathy, active listening, and a commitment to their success.
• Loan Servicing: Support clients throughout their loan journey, including answering inquiries, presenting options, processing modification requests, and proactively resolving any challenges.
• Continuous Improvement: Contribute to process improvement initiatives by identifying opportunities to enhance efficiency and effectiveness in loan servicing and client support.

II. Community Engagement (35%)

• Outreach and Education: Represent MAF at community events, presenting our programs and services to potential clients and allies. Build relationships and address questions with a focus on client needs.
• Client Advocacy: Serve as a primary point of contact for client inquiries, providing timely and accurate information both in person and virtually. Advocate for client needs and work collaboratively to find solutions.
• Program Enhancement: Proactively identify opportunities to enhance client support and satisfaction. Collaborate with the team to suggest and implement improvements to policies, processes, and systems.

III. Team Collaboration and Operations (5%)

• Teamwork: Play an active role in achieving the Program team's goals, collaborating effectively, prioritizing tasks, and adapting to changing needs.
• Knowledge Management: Maintain accurate and up-to-date records of client interactions, ensuring compliance with all policies and procedures.
• Organizational Engagement: Actively participate in staff meetings, attend events, and contribute to a strong and supportive organizational culture.

Equal Opportunity Employment: Mission Asset Fund is an equal opportunity employer; people of color and individuals from diverse backgrounds are encouraged to apply. Mission Asset Fund does not discriminate on the basis of race, color, national origin, ethnic background, religion, sex, sexual orientation, age, or disability.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Deadline: Applications are processed on a rolling basis. The position will remain open until filled.

• No phone calls.
• Recruiters, please don't contact this job poster.
• Do NOT contact us with unsolicited services or offers.