Conduit Customer Support Specialist

SUMMARY: This position will be responsible for training and supporting business-to-business finance partners, managing backend processes to assist retailers in originating loans, build, grow and maintain strong relationships with business-to-business clients, and collaborating and communicating effectively with the financing and sales teams.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.

• Training & Onboarding:
• Provide comprehensive training to new B2B retail partners, ensuring they are well-versed in our processes and systems.
• Create and distribute onboarding gift baskets to new retailers as part of the welcome process.
• Relationship Management:
• Build and maintain strong, long-term relationships with all retail partners.
• Act as the primary point of contact between retailers and lenders, addressing inquiries and resolving issues.
• Financial & Operational Management:
• Manage backend loan processing and modifications, ensuring accuracy and efficiency.
• Collect necessary financing documentation from growers and retailers.
• Oversee interest repayment processes and ensure compliance with contractual quotas and requirements.
• Platform Support:
• Address and resolve issues related to the FinTech platform for both growers and retailers.
• Marketing & Documentation:
• Collaborate with the marketing team to develop customized marketing materials and campaigns that support retail partners.
• Regularly update and maintain training documentation to reflect changes and improvements.
• Reporting and Data Entry
• Maintain reports and track various metrics around business-to-business financing, loan statuses and other needed items.
• Effectively distribute and communicate report analytics to business partners and other team members.
• Enter data into appropriate systems, analyze data entered and provide reporting.

Requirements: TRAVEL REQUIREMENTS: This position is based in Chicago with the understanding there could be travel requirements to visit business partners when needed.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Analytical skills and knowledge of credit and collection needs. Knowledge of government compliance related to collection policies, procedures, and practices.

Ability to use office equipment, business math, good organizational skills, good oral and written communication. Ability to use spreadsheet and word processing software. Attention to detail, multitask, organize, problem solver, customer focused and be able to interact with

management at all levels.

This position will have access to information that is confidential to the operations of the company. That information must be held in highest confidence, failure to do so will result in disciplinary action, which may include termination of employment.

EDUCATION and/or EXPERIENCE: Associate's degree (A.A.) or equivalent from two-year college or technical school; Bachelor's degree (B.A.) preferred from four-year college or university in finance/accounting; or two to three years of related experience in credit and collection and be willing to pursue accreditations in credit; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS: Valid state motor vehicle operator’s license. This position requires the safe operation of a motor vehicle to perform the essential functions of the job. The employee must meet the qualifications set forth in our motor vehicle safety policy. Failure to meet these qualifications could result in removal from this position.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this Job, the employee is regularly required to sit for extended periods of time at a desk utilizing the phone and a computer. The employee is occasionally required to stand, walk, stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 25 pounds. Some travel to other locations and industry meetings.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The working conditions are primarily normal office conditions, with occasional movement through the production area as needed. Some exposure to chemicals, dust, and usual plant production matter, while involved in the production areas. Use protective personal safety equipment as needed. The noise level in the work environment is usually moderate.