AUTOPAY

Customer Success Manager

• Ensure that customers who have completed an auto refinance or purchase loan had a positive experience.
• Maintain all overflow through TSG phone systems and is the resolution point for escalations within TSG and all its brands.
• Respond to all complaints and escalations from start to finish and only escalate further if appropriate.
• Maintain Legal and Compliance concerns through QA processes.
• 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.
• 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.
• 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.

Customer Success Representative II

• Ensures that customers receive wonderful customer service in all aspects when taking care of the customers
• Answer all phone calls received, respond to customer inquiries, complete customer applications either over the phone or via text/email
• Send emails to the correct corresponding departments as needed to resolve customer complaints
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner
• Meet all metrics and standards set forth by management
• Additional duties as required

Customer Success Representative

• Manage all direct reports and provide support to customers in completing and processing loan applications in a timely manner.
• Assist customers in meeting their auto loan financing needs.
• Respond to customer inquiries and obtain outstanding loan documents via phone, email, text and chat.
• Manage daily operations focusing on customer service, production and other key objectives; including inbound/outbound calls, assisting workflow of CSR agents, agent call monitoring and queue monitoring, mentoring, and maintaining dialer, manual call, text, e-mail and chat activity levels.
• Ensure ACP leads are completed in a timely manner and review leads returned by UW to ensure proper process and application criteria.
• Coach staff to improve quality, productivity, and efficiency of team members.
• Submit relevant and appropriate documentation to the funding department.
• Maintain thorough knowledge of all policies and procedures as they change.
• Assist Manager, Customer Success Level I with dialer activity, monthly team goals and ensuring all staff is active.
• Meet deadlines, requirements, and take appropriate actions; proactively adjust priorities in response to business changes.
• Ensure communications are distributed to correct departments such as titles, escalations, and sales.
• Conduct weekly team meetings with staff.
• Additional duties as needed.

Assistant Manager, Customer Success

• Ensure customers who have completed an auto refinance or purchase loan had a positive experience.
• Maintain all overflow through TSG phone systems and act as resolution point for escalations within TSG and its brands.
• Respond to all complaints and escalations from start to finish and escalate further only if appropriate.
• Maintain Legal and Compliance concerns through QA processes.
• Document all accounts, contact, and activity information into various systems.
• Answer calls from internal and external sources, 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.
• 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 (1 call per week per loan specialist) and complete compliance checklists.
• Respond to voicemail for internal and external TSG Departments and work inbound email boxes (Save/Sales).
• Research and resolve Short Payoff Issues to ensure loans are fully paid off.
• Grade customer experience and Loan Specialist performance using provided tools.
• Provide responses to customers who left reviews via Podium/Birdeye or other lead sources.
• Work Regulatory/BBB Complaints; perform Lien Holder Verification for LOS and NetSuite.
• Compile RCA data: log complaint reasons, escalations, and relevant information.
• Handle cancellations inbox and responses, unwinds/issues, and chase funds.
• Additional duties as required.

Product Manager

• The Senior Product Manager is responsible for overseeing the product vision from a high level (how does this feature make sense for where we want to be in six months) to a low execution level (how does styling this button this way impact key metrics through this function). The Senior Product Manager’s role is to shape and execute the product functionality and features that meet the department goals, engage in business case development, and ensure adherence to the Agile process. This role will work closely with the director of product to continue to grow the product practice in best practices and thought leadership while providing guidance to the product owners working in conjunction with the PM on initiatives and delivering on the tactical day to day. This role is specifically for our internal employee portal team where you will be working in APIs and a heavily data and integration focused environment. Being more technically focused to talk through the complex innerworkings across systems with developers and relay those to key stakeholders in easy-to-understand terms is key to the success of this role. What You’ll Do Understand and demonstrate the principles of AUTOPAY’s Mission, Vision, and Values. · Being a true servant leader through empathy and engagement with the team, stakeholders, and users of our products. · Define and communicate the overall vision, objectives, and goals of the business. Articulate the product needs. Create, refine, socialize and prioritize the Product backlog. · Overseeing the delivery of Product Backlog by presenting backlog to the team; creating, owning, and refining well-formed user stories and artifacts that describe and detail new products, features, and services based on feedback from the team, creating acceptance criteria with the team and accepting stories as they’re completed. · Work daily with stakeholders to refine, groom, and accept stories and bugs for implementation. · Create UAT test cases, organize and facilitate UAT testing, track test results, and work with the team to resolve issues. · Represents the team, when needed, to external stakeholders, leaders, and other teams to ensure alignment and understanding progress of the product. · Ability to work independently with minimal guidance in an agile environment. · Identify opportunities for process optimization and redesign that will allow us to accomplish objectives more quickly and at a higher level of probability. · Partner with cross-functional teams to build, prioritize and define workflows and requirements · Reinforces team approach throughout organization both on client projects and internal initiatives. · Compliment the broader team with high quality and partnership. · Communicates effectively with internal stakeholders both verbally and in writing to identify needs and evaluate alternative business solutions and strategies. · Continually defines ways to increase customer satisfaction and deepen business relationships. What We’re Looking For 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 the essential functions. Knowledge, Skills, and Abilities · Experience: Minimum of three (5+) years of experience leading product teams Demonstrated ability to develop and execute requirements for technically complex feature sets. Experience in complex design challenges highlighting your end-to-end design process from concept through pixel-perfect designs. Experience assimilating customer feedback received through user research, user feedback, user testing, etc. Experience creating functional prototypes and working closely with product management and development teams to implement your design solutions. Developing business analysis artifacts such as user experience models and prototypes/process flows/ business rules to clarify requirements. Experience in the financial services industry and background in development is a plus. · Language/Communication/Interpersonal: Ability to speak read and write fluent English. Must possess exceptional written, oral, interpersonal, presentation, and collaboration skills. Must be self-motivated, detailed-oriented, able to define ideas down to a specification level. Must be able to drive projects, debate the merits of approaches, and work effectively with others. · Analytical: Demonstrated ability to define key success metrics for projects, incorporating measurable business objectives, revenue optimization, and client experience best practices. · Reasoning Ability: Excellent judgment and creative problem-solving skills, including negotiation and conflict resolution, consensus-building skills. · Technical: Proficient with Jira, Product Management Tools, Analytics Systems, Google Analytics, and Microsoft Office. Other: High level of personal motivation, professionalism, and integrity required. Ability to exercise discretion and judgment. What We Offer Compensation: Starting salary range is $125,000 - $165,000 based on relevant experience, merit education and experience. This position will be remote. Fast-paced, entrepreneurial environment Opportunity to make a real impact Mentorship from senior leaders to invest in your career growth We’re established enough to benefit from big company resources, but still small enough to maintain that exciting energy of a startup Medical Insurance Dental Insurance Vision Insurance Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) Supplemental Insurance 401(k) Retirement Savings Plan Reforge Membership Paid Time Off Paid Holidays Worth Knowing Don’t meet every single requirement? That’s alright. Studies have shown that underrepresented groups within tech less likely to apply to jobs unless they meet every single qualification. At The Savings Group we are dedicated to building a diverse, inclusive and authentic workplace, and understand that there is work associated with making that commitment to ourselves and the people who want to come build the future with us. So, if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. The Savings Group (including all its subsidiaries: AUTOPAY, RateGenius Loan Services, Inc., and Innovative Funding Services dba Tresl) is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources Share Apply Apply for this position Required * Apply with Indeed First Name * Last Name * Email Address * Phone * Address * Resume * We've received your resume. Click here to update it...