Customer Success Representative II

📋 Description

• Ensure that customers who have finalized an auto refinance or purchase loan had a satisfactory experience.

• Manage all overflow through TSG phone systems and serve as the resolution point for escalations within TSG and its associated brands.

• Address all complaints and escalations from initiation to resolution, escalating further only when necessary.

• Handle Legal and Compliance issues through Quality Assurance processes.

• Record all account details, contacts, and activity information in various systems.

• Respond to calls from both internal and external sources, ensuring a world-class customer service experience.

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

• Promptly address auto finance inquiries in a timely, efficient, and professional manner.

• Conduct outreach for all funded loans within one business day via phone/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 specialist and complete compliance checklists to ensure adherence to compliance guidelines.

• Manage inbound email boxes (Save/Sales).

• Follow up with phone calls when necessary for escalated customers.

• Investigate and resolve Short Payoff Issues to ensure loans are completely paid off.

• Evaluate customer experiences using provided tools – both regarding the customer’s experience and the Loan Specialist who assisted them in completing the loan.

• Provide responses to customers who have left reviews concerning their auto loan experiences via Podium/Birdeye or other lead sources.

• Compile data from calls, including a log of complaint reasons, necessary escalations, and any pertinent information.

⛳️ Requirements

• Associate or bachelor’s degree is required.

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

• Excellent listening, verbal, and written communication skills.

• Ability to read and understand simple instructions, brief correspondence, and memos.

• Capability to write simple correspondence.

• Proficient in effectively presenting information to customers, clients, and all management levels.

• Ability to perform calculations involving figures, proportions, and percentages.

• Capacity to apply common sense to carry out detailed but straightforward written or oral instructions.

• Skill in dealing with problems that involve concrete variables in standardized situations.

• Attention to detail with the ability to organize, prioritize, and work independently.

• Strong critical thinking abilities.

• Proficiency in Microsoft Office, with intermediate knowledge of Excel required.

🏝️ 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