Customer Success Representative II

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• The Customer Success Representative Level II is responsible for ensuring that customers who have completed an auto refinance or purchase loan enjoy a positive experience.

• Customer Success handles all overflow through TSG phone systems and serves as the resolution point for escalations within TSG and its associated brands.

• The Customer Success Representative Level II is expected to address all complaints and escalations comprehensively and escalate further only when necessary.

• Customer Success oversees Legal and Compliance matters through Quality Assurance processes.

• All account, contact, and activity information must be documented in various systems.

• Answer calls from both internal and external sources while delivering a world-class customer service experience.

• Manage inbound and outbound communications via email, phone, and/or text with customers, lenders, or previous lien holders.

• Reach out to all funded loans within one business day through phone or email.

• Contact customers who have completed a funded loan to evaluate their experience.

• Quality Assurance – Review calls made by loan specialists at a rate of one call per week per loan specialist and complete compliance checklists to ensure adherence to compliance guidelines.

• Manage inbound email boxes (Save/Sales) and follow up via phone call as necessary for escalated customers.

• Investigate and resolve Short Payoff Issues to guarantee that loans are fully paid off.

⛳️ Requirements

• Education: An associate or bachelor’s degree is required.

• Experience: Prior experience in inside phone sales, telemarketing, quality assurance, or customer service within auto finance companies or car dealerships is essential.

• Language/Communication/Interpersonal: Exceptional listening, verbal, and written communication skills are necessary.

• Mathematical Skills: Competence in calculating figures, proportions, and percentages is required.

• Reasoning Ability: The ability to apply common sense understanding to carry out detailed but uncomplicated written or verbal instructions is important.

• Analytical: A detail-oriented mindset with the ability to organize, prioritize, and work independently is needed.

• Technical: Proficiency in toggling between applications on a dual monitor setup and a strong command of Microsoft Office, particularly intermediate Excel skills, is required.

• Other: A high level of personal motivation, professionalism, and integrity is essential. The ability to exercise discretion and judgment is a must, along with dependability.

🏝️ 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