Customer Engagement Representative

Yendo; Dallas (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Equity

Insurance

401K

Unlimited PTO

Job summary

Yendo in Dallas is seeking a Customer Engagement Representative to build positive relationships with prospective customers by delivering clear, timely, and empathetic support throughout the customer journey.

You will guide applicants through the process, explain credit products and requirements, and help customers understand options, timelines, and next steps with a patient, non-pushy approach.

Qualifications

• Clear, empathetic communication with customers.
• Ability to explain financial products in simple terms.
• Attention to detail when reviewing applications and status updates.

Responsibilities

• Respond to customer questions via SMS, email, phone and other channels.
• Explain Yendo credit products, features, and requirements.
• Assist customers through application and account-opening processes.
• Provide guidance on identity verification, vehicle eligibility, and title requirements.
• Escalate technical or account issues when needed.
• Collaborate with internal teams to resolve customer issues.

Skills

Clear communication

Empathy

Attention to detail

Product knowledge

Job description

About Yendo

Hi there, we're Yendo, and our vision is to empower everyday people to build a stronger financial future. In less than 2 years, we’ve saved customers over $100 million in unnecessary interest and fees. We are using AI to unlock the $1.1 Trillion in vehicle equity trapped within cars owned by Americans in the form of a high limit, standard rate credit card for those traditionally excluded from mainstream financial offerings. Yendo Credit Cards have similar APRs to those issued for prime borrowers with no hidden fees or overdraft charges and help build their customers' credit score. Yendo's credit limits are 4x higher than cards typically available for non-prime borrowers.

Role Overview

The Customer Engagement Representative is responsible for building positive relationships with prospective customers by providing clear, timely, and empathetic support throughout the customer journey. This role assists customers with questions about Yendo's credit products, application process, account features, vehicle and title requirements, payments, and next steps. You'll serve as a trusted point of contact for customers who may need additional clarification before completing an application, accepting an offer, activating an account, or continuing through the funding process. The role calls for strong communication skills, attention to detail, product knowledge, and the ability to explain financial products and processes in simple, easy-to-understand language.

Scope

Customer Communication & Engagement

• Respond to customer questions and concerns through SMS, email, phone, and other available support channels.
• Provide friendly, professional, and empathetic communication tailored to each customer's situation.
• Follow up with customers who have paused their application, expressed concerns, or need additional assistance.
• Identify the customer's specific concern before providing information or recommending next steps.
• Help customers feel informed and comfortable while making decisions about their financial options.
• Maintain a supportive and non-pushy approach, particularly when customers are experiencing financial hardship or uncertainty.

Product Education

• Explain Yendo credit products, including how the credit card works and how vehicle collateral may be involved.
• Answer questions regarding credit limits, APR, annual fees, cash advances, minimum payments, monthly billing, and payment options.
• Explain that customers can pay their balance early without prepayment penalties.
• Educate customers about credit reporting and how Yendo accounts are reported to the major credit bureaus.
• Explain card usage, virtual and physical card availability, ATM access, PIN setup, and other account features.
• Clearly explain the difference between Yendo's credit products and traditional loans or other financial products when customers are uncertain about what they are applying for.

Application & Account Support

• Assist customers throughout the application and account-opening process.
• Explain identity verification, address verification, vehicle eligibility, VIN, title, and ownership requirements.
• Help customers understand title photo requirements and troubleshoot common issues with capturing or submitting documents.
• Explain offer acceptance, account activation, limited virtual card availability, and physical card delivery timelines.
• Provide guidance regarding title submission, DMV processing, lien placement, lien release, and related requirements.
• Help customers understand available options when an application becomes stalled or requires additional documentation.
• Review customer application information to provide accurate status updates and next steps.

Customer Concern Resolution

• Reassure customers by accurately explaining account requirements and available options without minimizing their concerns.
• Ask thoughtful follow-up questions to understand why a customer may be considering cancellation or choosing not to proceed.
• Escalate technical, application, title, identity-verification, or account issues when additional investigation is required.

Technical & Process Support

• Assist customers with common application and app-related issues, including login, one-time passcodes, document capture, title photos, and application navigation.
• Provide troubleshooting steps such as retrying through the app, using another device, checking camera permissions, or recapturing required documents when appropriate.
• Submit and track internal support tickets for technical or application issues.
• Document customer-reported issues clearly so internal teams can investigate and resolve them efficiently.
• Identify recurring technical or process issues and communicate trends to leadership or relevant teams.

Internal Communication & Collaboration

• Partner with Customer Support, Operations, Product, Engineering, and other internal teams to resolve customer issues.
• Provide concise internal summaries of customer interactions, recurring questions, technical issues, and process gaps.
• Track and communicate unresolved customer issues and follow up as needed.
• Share customer feedback and recurring concerns to help improve products, processes, and the overall customer experience.
• Participate in customer outreach initiatives, feedback programs, retention efforts, and other engagement projects as assigned.

Who You Are

• A clear, empathetic communicator. You explain financial products and processes in simple, jargon-free language, and you make customers feel heard rather than pressured.
• Detail-oriented. You accurately review application and account information to give customers correct status updates and next steps.
• Product-savvy. You can speak confidently to credit limits, APR, fees, payments, credit reporting, and how vehicle collateral works, and you're comfortable learning Yendo's products in depth.
• Patient and non-pushy, especially with customers navigating financial hardship or uncertainty — you acknowledge concerns before offering an explanation or solution.
• A collaborative teammate. You work well across Customer Support, Operations, Product, and Engineering to close out customer issues and surface trends.
• Comfortable across channels. You're effective communicating over SMS, email, and phone.
• Passionate about financial inclusion and helping customers make informed decisions about their financial future.

Why join us

• You can make a real impact to the lives of our customers.
• 100 million Americans lack access to sustainable credit and are forced to use predatory loans. Think 500%+ APR alternative financing options such as Auto Title, Payday, Pawn, and Personal Loans. Each year almost 25% of adults are excluded from the mainstream credit system, severely inhibiting their chances of accessing affordable borrowing, getting a mortgage, or even an auto loan.
• Our executive team has multiple exits under their belts, having founded $100M+ revenue companies. Additionally, many executives have held leadership roles at public company and unicorn startups alike.
• We are backed by leading VCs, accomplished entrepreneurs, respected philanthropists, and founders from across the U.S. Our backers are the minds and investors behind the success of the Apple Card, Brex, Dave, Scribd, Parse, Canva, Robinhood, Flexport, Gusto, Reddit, Notion, LinkedIn, among others.
• Yendo is based in Dallas, Texas with a nationwide team. This role is in our office in the Deep Ellum area of Dallas.
• Competitive Compensation
• Equity
• Insurance
• 401K
• Unlimited PTO

Our core values

• Our customers are our compass - We prioritize our customers' needs in every decision, guiding our work to solve real problems and create meaningful solutions. We make a positive impact by enhancing their experiences and addressing what truly matters to them.
• Trust is earned, not assumed - We communicate openly, honestly, and with humility, earning trust through integrity and clarity in all interactions. By prioritizing straightforward communication and actions, we build strong relationships and ensure our intentions are always understood.
• Diverse perspectives, stronger outcomes - We serve diverse customers and believe that different perspectives make us stronger. Committed to equity, we value each team member, ensuring all voices are heard and respected. By fostering an inclusive culture, we empower fair and meaningful contributions to drive our success.
• Embrace Growth Together - We are drivers, we move with urgency, and we strive for excellence in everything we do. Our customers deserve the best, so we hold ourselves accountable to high standards. Through proactive ownership, thoughtful execution, and a commitment to bettering ourselves and our work every day, we deliver results that make a lasting impact.
• Own every outcome - Rooted in expertise and creativity, innovation is at our core. We challenge norms, push past limitations, and seek to redefine boundaries. Yesterday’s plan may be outdated given today’s information and by questioning assumptions and challenging one another, we stay agile and open-minded, turning every situation into an opportunity to delight our customers.
• Courage to challenge - Low ego, coaching, and mutual respect are the foundation of our teamwork. We empower each other and solve problems collaboratively without blame, creating a space for everyone to thrive and contribute to our collective success.