Customer Experience Specialist II

About the role

The Customer Experience Specialist II plays a crucial role in Origence's mission to empower Credit Unions with accessible, competitive lending services. This position focuses on providing exceptional customer service, optimizing the experience for partners, and ensuring smooth loan processing.

Responsibilities

• Promptly handle all incoming calls, notifications, faxes, and manage ancillary queues.
• Resolve inquiries in an efficient and service-oriented manner, striving for one call resolution.
• Process and fund applications in multiple systems, often for multiple partners and/or products.
• Answer incoming calls in a timely manner, preventing excessive hold times.
• Make outbound calls to borrowers, dealers, and credit unions, identifying needs and offering solutions.
• Build and maintain positive relationships with dealerships and credit unions.
• Communicate and educate partners on system and program standards.
• Manage assigned queues within SLAs, complete faxes, and contribute to call reviews.
• Perform processing and held offering functions to resolve customer support inquiries.
• Review and validate contract quality, ensuring policies and procedures are followed.
• Process loans and leases accurately and in a timely manner, confirming accuracy of member information and conducting a comprehensive review of income verification.
• Understand and incorporate associated regulatory and compliance requirements.
• Follow up to collect missing items and stipulations through associated systems.
• Document work thoroughly, professionally, and consistently following internal or credit union procedures.
• Facilitate education and complete funding by making outbound calls to borrowers, dealers, and credit unions.
• Contribute to second reviews in areas of expertise.

Requirements

• High school education or equivalency required.
• Associate or bachelor’s degree a plus.
• Minimum 2 years’ experience in a call center environment or within Origence Lending Services Operations.
• Experience working in the automotive lending service environment required.
• Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing 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.

Qualifications

• Demonstrate knowledge and competency of processes in Origence Lending Services operations.
• Ability to sit/stand for extended periods while on a 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).
• Organize, prioritize work, meet and exceed service level expectations, deadlines and established goals.
• Problem solving and trouble shooting skills.
• Excellent internal and external customer service skills.
• Proficient in Microsoft Office programs.
• Excellent attention to detail with a high accuracy rate.

Skills

• Customer Service
• Communication
• Problem Solving
• Loan Processing
• Regulatory Compliance

Benefits

• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/Tuition Reimbursement
• Flexible Working Environment
• Good Benefits Options
• Company Culture

Pay

The starting hourly range for this full-time position is $24.00 - $27.50 per hour. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program.

Schedule

This position is eligible for a quarterly bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at company’s discretion on an individual basis.

Origence is an equal opportunity employer.