AUTOPAY

Compensation

Full Description

Description: • Manage all direct reports and provide support to customers in completing and processing loan applications in a timely manner. • Assist customers in meeting their auto loan financing needs. • Respond to customer inquiries and obtain outstanding loan documents via phone, email, text and chat. • Manage daily operations focusing on customer service, production and other key objectives; including inbound/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 ACP leads are completed in a timely manner and review leads returned by UW to ensure proper process and application criteria. • 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. • Assist Manager, Customer Success Level I with dialer activity, monthly team goals and ensuring all staff is active. • Meet deadlines, requirements, and take appropriate actions; proactively adjust priorities in response to business changes. • Ensure communications are distributed to correct departments such as titles, escalations, and sales. • Conduct weekly team meetings with staff. • Additional duties as needed. Requirements: • High school diploma or equivalent required. • 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. • 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. • 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. • 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. • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. • 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. • Must be process-oriented and possess a high level of personal motivation, professionalism, and integrity. Benefits: •