A small business contact center, under your brand
Trained loan specialists answer your small business borrowers’ calls in your institution’s name, guiding them through the application, the capital request and the right loan product.
Benefits
24/7 support
Representatives are available around the clock to guide small businesses through the loan application process and beyond.
White-labeled service
Calls are answered in your institution’s name, with personalized greetings and the look and feel of your brand.
Expert assistance
Our team is trained on your products and services, in both portfolio and SBA lending, so borrowers get expert help.
A better borrower experience
Borrowers get fast, knowledgeable answers under your brand, which keeps them engaged from application through closing.
Inbound and outbound support
Inbound support
Seasoned financial professionals with small business and SBA lending experience answer borrower calls and help them move forward.
Outbound campaigns
Our team can run outbound sales and borrower service campaigns for you, under your brand.
For your borrowers
More than answering the phone
A small business owner who calls speaks with a trained specialist who can help with the loan itself, not just the next step on a form.
Navigating the application
Guidance through each step of the application, so borrowers finish what they start.
Structuring the capital request
Help shaping the request so it fits what the business actually needs.
Choosing the right product and term
Options across your portfolio products and government guaranteed SBA loans.
Everyday small business questions
Counseling on the other common questions small business owners bring to their lender.
Built into the platform
Connected to your lending workflow
The contact center runs on the same Lenders Cooperative lending platform your team uses, so every call is part of the loan record.
Personal, secure calls
Personalized greetings and secure caller authentication for each institution.
Automatic call-back
When the wait in the queue passes your tolerance, borrowers get a call back instead of hold music.
Call tracking and auditing
Every call is tracked, with full auditing and reporting.
Real-time dashboards
Contact center metrics and call sentiment, as they happen.
Fast answers for specialists
Knowledge tools help our team find answers quickly, so borrowers wait less.
Workflow integration
Calls connect to platform workflows such as credit servicing and other operational tasks.
Shared services
Pair it with our other services
The contact center is one of the shared services Lenders Cooperative offers alongside its lending platform.
FAQ
Call center questions
Will borrowers know they are talking to Lenders Cooperative?
No. The contact center is white-labeled, so calls are answered in your institution’s name with personalized greetings, and callers are authenticated for your institution.
Who answers the calls?
Seasoned financial professionals with small business and SBA lending experience, trained on your institution’s products and services.
What can the team help borrowers with?
Navigating the application, structuring the capital request, choosing the right loan product and term across portfolio and SBA options, and other common small business questions.
What happens when call volume is high?
When the wait in the queue passes your tolerance, borrowers automatically get a call back, so no one is stuck on hold.
How does it connect to our lending platform?
The contact center is built into the Lenders Cooperative lending platform, with call tracking, auditing, reporting, real-time dashboards and links into platform workflows.
Can you run outbound campaigns?
Yes. Our team can run outbound sales and borrower service campaigns under your brand.
Ready to take the next step?
Learn more about our Call Center Operations and connect with one of our expert lending professionals today!