Titles Success Specialist

*We are currently hiring Customer Success Representatives 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 either 10am-7pm MST and includes one Saturday a month from 8-5 MST.

WHY WORK WITH US

Our people 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 we develop our people to become successful leaders. Our core values of Hard Work, Optimism, Grit, and Integrity help us create a collaborative team mindset and a better place to work.

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 customers' auto loans prior to going to the dealership, and our marketplace of lenders ensures they get the lowest rate available. 

SUMMARY

The Title Success Representative ensures that customers who have completed an auto refinance or purchase loan get their registration and title work completed in a reasonable time and with minimal frustration.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: 

• Answer calls from internal and external sources 
• Correspond with clients and business partners on escalated matters 
• De-escalation of phone calls 
• Ownership of the full life cycle of the escalations and questions 
• Corresponding via email, text, and phone to meet the client’s needs 
• Communicate critical escalations to the appropriate Titles Leadership team member with all pertinent information 
• Close the loop and final write up on all escalated matters 
• Understand and demonstrate principles of AUTOPAY’s Mission, Vision, and Values. 
• Manage inbound and outbound communication by email, phone and/ or text to customers and Lenders or previous lien holders.  
•  Provide a world-class partner experience by assisting financial partners through phone, text, and e-mail. 
• Consistently respond to auto finance inquiries in a timely, efficient, and professional manner. 
• Provide a world-class customer service experience by communicating with customers through phone, text and email. 
• Obtain and record accurate information to obtain needed titling documents. 
• Document all account, contact, and activity information into various systems.  
• Initiate calls to lien holders to validate and ensure accuracy of all payoffs prior to loan funding.  Follow up calls to Lenders regarding short payoffs and communicate to Lender, Success Management and Payoff Team. 
• Ensure that all Service Level Agreements (SLAs) are met daily. 
• Ability to learn to Interpret Motor Vehicle Statutes and regulations. 
• Request any “short” payoff funds to obtain needed title documents. 
• Manage outbound communication to clients regarding document “chasing” (TBD) 
• 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, Abilities, and Education

• Education: High school diploma or equivalent required.
• Experience: 

• External Candidate: Preferred to have one (1) year motor vehicle titling experience. Special consideration for all 50-state knowledge. 
• Internal Candidates- 3 Months of AUTOPAY Title Department experience. 
• 1 Year of Leadership experiences in an operations environment.   
• Special consideration: 6-months. of call center experience in a remote or hybrid workforce. 
• Ability to interpret DMV statues, policies and procedures that pertain to the titling of motor vehicles. 

• Special Consideration: Formal De-escalation training  
• Task and goal oriented 

COMPENSATION

This remote position pays $18-20/hr. based on experience

• 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.
• Analytical: Detailed-oriented with excellent organizational skills, ability to prioritize, and work independently. 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: Ability to toggle between applications on a dual monitor setup. Proficiency with Microsoft Office and Teams, 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.

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.

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.  

Work week is 40 hours with one mandatory 8-Hour Saturday per month. Additional hours may be required based on business needs.

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.

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.