AUTOPAY

Sales

• Manage the day-to-day activities of Sales Managers and Finance Advisors
• Own the training and development of new Finance Advisors (FAs)
• Partner with multiple departments to define and execute sales practices
• Drive performance across lease buyouts, fleet purchases, and other unique lead sources
• Monitor and evaluate day-to-day activity and KPIs

Director of Sales

• Close pre-approved auto refinance customers
• Sell optional finance and protection products
• Make 60+ outbound calls daily
• Manage a high-volume pipeline from start to finish
• Hit targets, earn more leads, make more money

Loan Specialist – Sales

Customer Success Manager

• Ensure 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, and send emails to the correct corresponding departments as needed to resolve customer complaints.
• Maintain all overflow through TSG phone systems and is the start of the TSG journey for all our customers throughout all of its brands.
• Understand and demonstrate principles of The Savings Group’s Mission, Vision, and Values.
• Document all account, contact, and activity information into various systems.
• Manage inbound and outbound communication by email, phone and/or text to customers to complete applications.
• Ensure to send communications to the correct departments when the customer calls in for something that goes beyond the scope of what you are able to assist with.

Customer Success Representative

• 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.
• 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.
• 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.

Director of Sales

Loan Specialist – Sales

Customer Success Representative

Customer Success Representative II