Customer Success Assistant Manager

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We are currently hiring for Customer Success Assistant Manager position located in all States EXCEPT we are not able to move forward with candidates that live in: CA, NY, 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 is an innovative FinTech company that is powering finance in the age of mobility. We function as a virtual Finance & Insurance office, finding our customers the perfect lender for their car loan or refinance. This means we’re able to solidify our customers’ auto loans prior to going to the dealership, and our marketplace of lenders ensures they get the lowest rate available.

SUMMARY
The Customer Success Assistant Manager will manage all direct reports and is responsible for providing support to customers in completing and processing loan applications in a timely manner. This includes assisting customers in meeting their auto loan financing needs. This position will also respond to customer inquiries and obtain outstanding loan documents. This requires excellent speaking and customer service skills, and the ability to make professional and productive calls throughout the workday.

Base Salary: $58,656.00

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.
• Ensures consistent delivery of The Savings Group product offerings.
• Manage daily operations of the department focusing on customer service, production and other key objectives; including but not limited to inbound calls, outbound calls, assisting workflow of CSR agents, agent call monitoring and queue monitoring, mentoring, and maintaining dialer, manual call, text, e-mail and chat activity levels.
• Ensure that ACP leads are completed in a timely manner and review leads that have been returned by UW to ensure the proper process and application criteria are being collected by the customer success level I staff.
• Respond to customer inquiries via phone, email, text and chat.
• Coach Staff to improve quality, productivity, and efficiency of team members.
• Submit relevant and appropriate documentation to the funding department.
• Maintain thorough knowledge of all policies and procedures as they change due to company needs.
• Assist Manager, Customer Success Level I with dialer activity, monthly team goals and ensuring all staff is active.
• Meet deadlines, requirements, and takes appropriate actions; proactively adjusts priorities in response to business changes.
• Ensuring that all communications sent that need to be distributed to other departments such as titles, escalations, and sales are sent to the correct corresponding department to be taken care of as needed.
• Conduct weekly team meetings with staff.
• Additional duties as needed.

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: High school diploma or equivalent experience required.
• Experience: A minimum of three (3) years of operations experience required. Must have experience managing a team in a call center environment. At least one (1) year as a customer service agent in the automotive industry experience preferred.
• Language/Communication/Interpersonal: Excellent organizational skills. Ability and desire to motivate a team around a common goal or purpose. Ability to maintain strong verbal and written communication skills and utilize these skills to build consensus and relationships among managers, partners, and employees. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and all levels of management.
• Analytical: Ability to stay detailed-oriented with exceptional organizational skills. Ability to prioritize and work independently and in a team when required. Strong reasoning and critical thinking skills.
• 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.
• Technical: Intermediate experience working with multiple software programs/platforms in a dual monitor workstation including being proficient in Microsoft Office, keyboarding/computer skills, with heavy computer and phone usage.
• Other: Must be process-oriented and possess a high level of personal motivation, professionalism, and integrity. Must also have the ability to exercise discretion and judgment.

NON-PHYSICAL DEMANDS:
Change of tasks, performing multiple tasks simultaneously, working with others as part of a team, and irregular schedule/overtime may be required at times.

MACHINES, TOOLS, AND EQUIPMENT:
A person working in this position can be expected to work with a computer workstation and/or laptop, and phone.
The Savings Group (including all its subsidiaries: AUTOPAY, RateGenius Loan Services, Inc., and Innovative Funding Services dba Tresl) is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources.

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

The Savings Group (including all its subsidiaries: AUTOPAY, RateGenius Loan Services, Inc., and Innovative Funding Services dba Tresl) is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources