Note: The job is a remote job and is open to candidates in USA. The Savings Group is a consumer marketplace for automotive finance, refinancing, and protection plans. The Customer Success Representative II ensures customers have positive post-loan experiences, manages customer communications and escalations, resolves complaints and loan-related issues, and supports quality assurance and compliance processes.
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
Skills
- We are not able to move forward with candidates that live in: CA, NY, WA, IL, OR and 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
- Associate or bachelor's degree required
- Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or car dealerships
- 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
- Ability to calculate figures, proportions, and percentages
- 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
- Detail-oriented with ability to organize, prioritize and work independently
- Strong critical thinking skills
- 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
- 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
- 100% remote
- Steady growth
- A strong and supportive leadership team
- In-depth training and tools to ensure your success
Company Overview