Hybrid Application Support Specialist (Zendesk & Lending)

Accion Opportunity Fund

California, Northern (MO, KY)

Hybrid

USD 26,000 - 44,000

Full time

6 days ago

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Benefits offered by this job

Hybrid work

Commerce office

Job summary

Accion Opportunity Fund is seeking a detail-oriented Application Support Specialist to join our Operations team in Commerce, CA. This hybrid, temporary full-time role supports customer service and lending operations, handling Zendesk tickets and helping with loan applications.

You will work with the Senior Operations Manager to triage issues, ensure accurate application materials, and drive smooth handoffs across underwriting and customer success, all while delivering a strong client experience.

Qualifications

1–3 years of experience in a customer support, back office, or operations
Strong written and verbal communication skills
Excellent organizational skills, work quickly with high attention to detail
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Comfortable working with sensitive or confidential information
A collaborative, solutions-oriented mindset
Experience in financial services
Ability to work independently with minimal supervision
Proficiency with Microsoft Office
Nice to have: experience in nonprofit/CDFI lending environments
Nice to have: experience using Zendesk or a similar ticketing/CRM platform
Nice to have: Excel expertise

Responsibilities

Monitor, triage, and respond to incoming support tickets in Zendesk in a timely and professional manner
Partner with the Senior Operations Manager to prioritize and resolve escalated or complex cases
Assist clients and internal teams with completing and processing loan applications as needed
Review application materials for completeness and accuracy, following up with clients or internal stakeholders to gather missing information
Process equipment finance applications, entering information into Cloud Lending (Salesforce based origination system) from ticketing system
Maintain accurate records of ticket status, resolutions, and application progress
Identify recurring issues or bottlenecks and flag opportunities for process improvement
Communicate clearly and empathetically with clients, ensuring a positive support experience
Collaborate cross-functionally with other departments (e.g., underwriting, lending, customer success) to ensure smooth handoffs and follow-through
Support ad hoc operational projects as assigned