Customer Success Representative – Remote Latin America

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 Level I ensures that customers receive wonderful customer service in all aspects when taking care of the customers. This includes any and all customers that are calling in to inquire regarding potential vehicle purchases, refinances or questions regarding open applications and so forth. Customer Success maintains all overflow through TSG phone systems and is the start of the TSG journey for all our customers throughout all of its brands. Customer Success Representatives Level I are required to answer all phone calls received, respond to customer inquiries, complete customer applications either over the phone or via text/email, and send emails to the correct corresponding departments as needed to resolve customer complaints. This includes internal transfers as well as maintaining Legal and Compliance concerns when completing applications as well.

ESSENTIAL DUTIES AND RESPONSIBILITIES include achieving positive results in the following key areas:

• Understand and demonstrate principles of The Savings Group’s Mission, Vision, and Values.
• Document all account, contact, and activity information into various systems.
• Answer calls from internal and external sources, while providing a world-class customer service experience.
• Complete applications by utilizing various systems to obtain the necessary information and consent.
• Manage inbound and outbound communication by email, phone and/ or text to customers to complete applications.
• Ensure to send communications to the correct departments when the customer calls in for something that goes beyond the scope of what you are able to assist with (i.e, titles issues, escalations, payoff issues, loan specialist request etc..)
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner.
• Meet all metrics and standards set forth by management.

• 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: High School diploma is required. One (1) year of customer service-related experience in a call center preferred.
• Experience: Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or, car dealerships.
• 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 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.

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