Customer Success Representative II

Customer Success Representative II

The Savings Group (TSG), the parent company of RateGenius, AUTOPAY and Tresl, is the most diversified consumer marketplace for automotive finance, refinance, and protection plans. Through a network of more than 180 lenders across all 50 states, TSG provides consumers more choices for their origination and refinanced auto loans, while also delivering loan volume growth to its lender network and partners through a proprietary, web-based platform.

Why Work at The Savings Group?

Working at TSG is more than your standard J-O-B. That's because we work with some of the most amazing goal-oriented and driven people in fintech and still embody the spirit of a startup! Not only have we worked together to perfect the way we serve our customers, but we've built a pretty awesome culture in the process. Our people come from all kinds of backgrounds to create something exciting and new: A BETTER WAY TO DO CAR LOANS. We offer steady growth, a strong and supportive leadership team, and in-depth training and tools to ensure your success.

Summary

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 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

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, And Abilities

• 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.

NON-PHYSICAL DEMANDS:

Change of tasks, performing multiple tasks simultaneously, working with others as part of a team, and irregular schedule/overtime may be required at times.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

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.

MACHINES, TOOLS, AND EQUIPMENT

A person working in this position can be expected to work with a computer workstation and/or laptop, phone, copier, and fax.

Key skills/competency

• Customer Service
• Problem Solving
• Communication Skills
• Conflict Resolution
• Quality Assurance
• Auto Finance
• Escalation Management
• CRM Software
• Data Entry
• Time Management