[Hiring] Customer Success Representative II @The Savings Group

Role Description

We are currently hiring for Customer Success Representative II positions located in all States EXCEPT CA, NY, WA, IL, OR. Candidates must be located within the United States. This position is 100% remote. The hours are 10am-7pm MST and includes one Saturday a month from 8-5 MST.

The Customer Success Representative Level II ensures that customers who have completed an auto refinance or purchase loan had a positive experience. Customer Success maintains all overflow through TSG phone systems and is the resolution point for escalations within TSG and all its brands. Customer Success Representative Level II is required to respond to all complaints and escalations from start to finish and only escalate further if appropriate. Customer Success maintains Legal and Compliance concerns through QA processes.

Essential Duties and Responsibilities

• Understand and demonstrate principles of The Savings Group’s Mission, Vision, and Values.
• Document all accounts, contact, and activity information into various systems.
• Answer calls from internal and external sources, while providing a world-class customer service experience.
• Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders, including de-escalation of phone calls without transferring to ASM’s.
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner.
• Outreach all funded loans within one business day via phone/email.
• Contact customers who have completed a funded loan and assess their experience.
• Quality Assurance – Listen to calls made by loan specialists at a rate of 1 call per week per loan specialist and complete compliance checklists to ensure compliance guidelines are followed.
• Voicemail response internal and external TSG Departments.
• Work inbound email boxes (Save/Sales). Follow up via phone call when necessary for escalated customers.
• Research and resolve Short Payoff Issues to ensure loans are fully paid off.
• Grade customer experience with tools provided – both on the customer’s experience and on the Loan Specialist who assisted them in completing the loan.
• Provide responses to customers who left reviews on their auto loan experience via Podium/Birdeye or other lead sources.
• Work Regulatory/BBB Complaints.
• Lien Holder Verification for LOS.
• RCA - Compile data received from the call such as a log of complaint reasons, escalations when necessary, and any relevant information.
• Cancellations Inbox and responses.
• Unwinds/Issues – Chase funds.
• Lien Holder Verification for LOS/NetSuite add.
• Additional duties as required.

Qualifications

• Education: Associate or bachelor’s degree required.
• Experience: Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or car dealerships.
• Language/Communication/Interpersonal: Strong listening, verbal, and written communication skills. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information to customers, clients, and all levels of management.
• Mathematical Skills: Ability to calculate figures, proportions, and percentages.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations.
• Analytical: Detail-oriented with ability to organize, prioritize and work independently. Strong critical thinking skills.
• Technical: Ability to toggle between applications on a dual monitor setup. Proficiency with Microsoft Office, with intermediate Excel ability, required. Keyboarding/computer skills, heavy computer and phone usage.
• Other: High level of personal motivation, professionalism and integrity required. Ability to exercise discretion and judgment. Must be dependable.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Supplemental Insurance
• 401(k) Retirement Savings Plan
• PTO
• Paid Holidays
• Compensation: $22.00 per hour.