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.
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.

Associate or bachelor’s degree required.
Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or car dealerships.
Strong listening, verbal, and written communication skills.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information to customers, clients, and all levels of management.
Ability to calculate figures, proportions, and percentages.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving concrete variables in standardized situations.
Detail-oriented with ability to organize, prioritize and work independently.
Strong critical thinking skills.
Proficiency with Microsoft Office, with intermediate Excel ability, required.
Keyboarding/computer skills, heavy computer and phone usage.
High level of personal motivation, professionalism and integrity required.
Must be dependable.

Customer Success Representative II

Key skills