Customer Experience Specialist I

With 30 years at the forefront of fintech innovation, Origence specializes in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We invest in our employees and foster a culture of innovation, ownership, and fiscal accountability.

About the role

The Customer Experience Specialist I is responsible for prompt handling of all incoming phone calls, notifications, faxes, and management of ancillary queues. Optimize the experience for credit unions, dealers, and members by resolving their needs efficiently and service-oriented, striving for one-call resolution. Handle inquiries within program standards, educate partners on systems, and maintain professionalism in all communications.

Responsibilities

• Customer Support Center
  • Answer all incoming phone calls in a timely manner to prevent excessive hold times.
  • Make outbound calls to borrowers, dealers, and credit unions in accordance with policies and procedures.
  • Identify needs, offer solutions, and follow up on unresolved transactions.
  • Hold meaningful conversations with dealers, credit unions, members, and internal contacts.
  • Build and maintain positive relationships with dealerships and credit unions.
  • Provide exemplary customer service to internal and external partners.
  • Communicate and educate dealers and credit union staff on systems and program standards.
  • Direct efforts toward efficiently maximizing remediation of issues to achieve funding.
  • Manage assigned queues within SLAs.
  • Complete faxes and other duties as assigned.
• Processing & Held Offering Follow-Up
  • Perform processing and held offering functions to resolve customer support inquiries.
  • Review and validate the quality of contracts to ensure policies and procedures are followed.
  • Process loans and leases accurately and efficiently.
  • Review documentation to ensure it corresponds with the loan application; confirm accuracy of member information and conduct income verification.
  • Enter data in the Loan Origination System and fund loans in accordance with instructions and stipulations.
  • Validate loan and lease contracts, payments, taxes, and documentation to meet program requirements.
  • Understand and incorporate regulatory and compliance requirements.
  • Follow up to collect missing items and stipulations.
  • Document work thoroughly and professionally following internal or credit union procedures.
  • Make outbound calls to facilitate education and complete funding.
• Communication
  • Ensure all communication (internal, external, oral, written) is handled professionally.
  • Communicate and escalate all issues, production or otherwise, as necessary.
  • Collaborate to resolve client and internal support issues within Origence teams.
• Teamwork & Culture
  • Demonstrate behaviors aligned with company values with clients and teammates.
  • Value team members and commit to their growth.
  • Innovate, embrace diversity of thought, and champion necessary change.
  • Collaborate to create the best possible experiences for team members and customers.
  • Align on desired outcomes and take responsibility for achieving goals.
  • Foster and enhance teamwork within the organization.

Requirements

• High School education or equivalency required; Associate or bachelor’s degree a plus.
• One to two years’ experience in a call center environment or within Origence Lending Services Operations.
• Experience in the automotive lending service environment preferred.
• Knowledge of financial institution operations, regulatory compliance, or indirect auto lending/leasing is preferred but not required.
• Experience handling urgent or difficult conversations with professionalism and empathy.
• Experience in loan and/or lease processing required; underwriting experience a plus.

Skills

• Demonstrate knowledge and competency of processes in Origence Lending Services operations.
• Ability to sit/stand for extended periods while on phone, email, or chat and accessing multiple systems.
• Willingness to work in-office 100% of the time.
• Work independently with a high level of initiative.
• Excellent communication skills (oral, written, active listening, phone, professionalism).
• Ability to organize, prioritize work, meet and exceed service level expectations, deadlines, and established goals.
• Problem-solving and troubleshooting skills.
• Excellent internal and external customer service skills.
• Proficient in Microsoft Office programs.
• Excellent attention to detail with a high accuracy rate.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits / Tuition Reimbursement
• Comprehensive benefits options, including Pet Insurance
• Company Culture: Cultural and Holiday celebrations, Theme days (e.g., Star Wars Day, Bring Your Kids to Work Day), Monthly Townhalls, and Quarterly Company Meetings for awareness, inclusion, and transparency.

Pay

The starting hourly range for this full-time position is $23.00 - $26.50 per hour, considering internal equity, geographic region, job-related knowledge, and experience. This position is also eligible for an annual bonus to incentivize achieving targeted goals, awarded at the company’s discretion.