Customer Success Representative II

About the role

The Savings Group (TSG), the parent company of RateGenius, AUTOPAY and Tresl, is seeking Customer Success Representatives II for remote positions across the United States. Candidates must reside outside of California, New York, Washington, Illinois, and Oregon.

Responsibilities

• Ensure customers who have completed an auto refinance or purchase loan have a positive experience.
• Manage all inbound and outbound communication through various channels including email, phone, and text.
• Respond to all complaints and escalations from start to finish, escalating further if necessary.
• Maintain legal and compliance concerns through Quality Assurance processes.
• Document all accounts, contacts, and activity information into various systems.
• Answer calls from internal and external sources, providing a world-class customer service experience.
• Reach out to all funded loans within one business day via phone/email.
• Assess customers' experiences after they have completed a funded loan.
• Conduct Quality Assurance by listening to calls and completing compliance checklists.
• Handle voicemail responses for internal and external TSG departments.
• Follow up with customers via phone call when necessary for escalated cases.
• Research and resolve short payoff issues to ensure loans are fully paid off.
• Grade customer experience using provided tools.
• Respond to customer reviews on platforms like Podium/Birdeye or other lead sources.
• Handle regulatory and BBB complaints.
• Compile data received from calls and verify liens.
• Chase funds and manage unwinds/issuances.
• Perform additional duties as required.

Qualifications

• Associate or bachelor’s degree required.
• Experience in inside phone sales, telemarketing, quality assurance, or customer service with auto finance companies or car dealerships.
• Strong listening, verbal, and written communication skills.
• Ability to calculate figures, proportions, and percentages.
• Detail-oriented with ability to organize, prioritize, and work independently.
• Strong critical thinking skills.
• Proficiency with Microsoft Office, including intermediate Excel ability.
• High level of personal motivation, professionalism, and integrity.
• Ability to exercise discretion and judgment.
• Highly motivated and dependable.

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 Time Off)

Pay

$22.00 per hour.

Schedule

Hours are 10am-7pm MST, with one Saturday a month from 8-5 MST.