Job Description

ABOUT US AUTOPAY 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 customer's auto loan prior to going to the dealership, and our marketplace of lenders ensures they get the lowest rate available.

We come from all kinds of backgrounds and experiences to create something new: A better way to do car loans. We support a casual work environment, positive work culture, and developing our talent to become successful leaders. Our core values of Hard Work, Optimism, Growth, and Integrity help us create a collaborative team mindset and a better place to work.

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 AUTOPAY’s Mission, Vision, and Values.
• 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 AUTOPAY’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: Bachelor’s degree in English, Communications, or Marketing. Equivalent work experience required.
• EXPERIENCE: Experience in customer service, telemarketing, quality assurance, or inside sales helpful. Must be computer efficient, working between multiples systems and monitors simultaneously.
• 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
• Beautiful Office Location in the Denver Tech Center
• Fitness Club Access (temporarily closed due to COVID)
• Casual Office Environment

Compensation: $20.00/hr

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.

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.

AUTOPAY 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.

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