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.
• 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.

Customer Success Representative II

Operations

• Conduct high-volume outbound calls to DMVs across all 50 states and counties
• Navigate varying DMV processes, hold times, and agent responses to obtain required information
• Verify title status, lien perfection, rejection reasons, correction requirements, and applicable fees
• Challenge inconsistent or unclear responses to ensure accuracy and completeness
• Accurately document findings in internal systems with high attention to detail
• Identify discrepancies and flag risks impacting title perfection timelines
• Act as a support layer to Production and Resolution teams by supplying verified, timely information
• Provide informed recommendations to leadership based on DMV interactions and observed patterns
• Update internal job aids and process documentation based on real-time findings
• Maximize productivity during variable hold times

Customer Success Representative II

DMV Operations Specialist – Titles