Customer Success Representative II

​*We are currently hiring for Customer Success Representative II positions located in all States EXCEPT we are not able to move forward with candidates that live in: CA, NY, NJ, WA, IL, OR and MUST BE LOCATED WITHIN THE UNITED STATES. 
This position is 100% remote. The hours are 10am-7pm MST and includes one Saturday a month from 8-5 MST.
ABOUT US
The Savings Group (TSG), the parent company of RateGenius, AUTOPAY and Tresl, is the most diversified consumer marketplace for automotive finance, refinance, and protection plans. Through a network of more than 180 lenders across all 50 states, TSG provides consumers more choices for their origination and refinanced auto loans, while also delivering loan volume growth to its lender network and partners through a proprietary, web-based platform. 
Why Work at The Savings Group?
Working at TSG is more than your standard J-O-B. That's because we work with some of the most amazing goal-oriented and driven people in fintech and still embody the spirit of a startup! Not only have we worked together to perfect the way we serve our customers, but we've built a pretty awesome culture in the process. Our people come from all kinds of backgrounds to create something exciting and new: A BETTER WAY TO DO CAR LOANS. We offer steady growth, a strong and supportive leadership team, and in-depth training and tools to ensure your success. 
SUMMARY
The Customer Success Representative is responsible for ensuring customer satisfaction with the auto loan refinance experience. In addition, this role will provide exceptional customer service while diffusing escalation calls from customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include achieving positive results in the following key areas:

• Understand and demonstrate the principles of The Savings Group Mission, Vision, and Values. Hard work, Optimism, Growth and Integrity.
• Contact customers who have completed a funded loan and assess their experience.
• Ensure customers have all the information needed post-funding.
• Respond to customer inquiries in a timely and accurate way using The Savings Group’s systems and processes.
• Grade customer experience with tools provided – both on the customer’s experience and on the Loan Specialist who assisted them in completing the loan.
• Compile data received from the call such as a log of complaint reasons, escalations when necessary, and any relevant information.
• Take overflow of inbound calls from customers inquiring about their refinance.
• Provide customers with a link to leave reviews on their auto loan refinance experience.
• Quality Assurance – Listen to calls made by loan specialists and complete compliance checklists to ensure compliance guidelines are followed. Also, provide recordings for Loan Specialist Management to use for training purposes.​​​​​​
• Additional duties as required.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
KNOWLEDGE, SKILLS, and ABILITIES
Education: Associates Degree or bachelor’s degree in English, Communications, or Marketing is required

• Experience: Experience in customer service, telemarketing, quality assurance, or inside sales helpful. Must be computer efficient, working between multiples systems and monitors simultaneously. Fluent in Spanish a plus. 
• Language/Communication/Interpersonal: 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.
• Reasoning Ability: 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.
• Analytical: Detail-oriented with the ability to organize, prioritize, and work independently. Strong critical thinking skills.
• Technical: Ability to toggle between applications on a dual monitor setup. Proficiency with Microsoft Office, with intermediate Excel ability, required. Keyboarding/computer skills, heavy computer, and phone usage.
• Other: High level of personal motivation, professionalism, and integrity required. Ability to exercise discretion and judgment. Must be 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 Holidays

 Compensation: $22.00 per hour.
 
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
 
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
MACHINES, TOOLS, AND EQUIPMENT
A person working in this position can be expected to work with a computer workstation and/or laptop, phone, copier, and fax.