The Customer Success Representative ensures customer satisfaction with the auto loan refinance process by responding to inquiries, assessing customer experiences, providing information post-funding, and handling inbound calls. They compile complaint data and conduct quality assurance on calls made by loan specialists while following the company’s mission and values.

The Manager, File QA II oversees a team responsible for auditing files with incomplete or incorrect documentation, ensuring adherence to performance standards. They handle escalated cases, conduct performance reviews, and work with training departments for operational readiness, while staying updated on titles transactions laws.