Customer Experience Specialist I
$47,840–$55,120 year
On-siteGreenwood Village, Colorado, United States
Job Summary
Answer all incoming phone calls, make outbound calls to borrowers and dealers, and manage assigned queues to achieve one-call resolution. Identify needs, offer solutions, and follow up on unresolved transactions while educating partners on systems and program standards. Process loans and leases accurately, validate contracts, and fund applications in multiple systems in accordance with credit union procedures. Complete faxes, document work thoroughly, and escalate issues as necessary to maximize remediation and ensure compliance. Maintain professional communication and meet service level agreements.
Required Qualifications
- High School education or equivalency
- One to two years experience in a call center environment or within Origence Lending Services Operations
- Experience working in the automotive lending service environment
- Knowledge of financial institution operations
- Regulatory compliance
- Point of purchase or indirect auto lending or leasing
- Experience handling urgent or difficult conversations with professionalism and empathy
- Experience in loan and/or lease processing
- Underwriting experience
- Demonstrate knowledge and competency of processes in Origence Lending Services operations
- Ability to sit/stand for extended periods while on a phone, email, or chat and accessing multiple systems
- Willingness to work in-office 100% of the time
- Work independently with a high level of initiative
- Excellent communication skills (oral, written, active listening, phone, professionalism)
- Ability to organize, prioritize work, meet and exceed service level expectations, deadlines and established goals
- Problem solving and trouble shooting skills
- Excellent internal and external customer service skills
- Proficient in Microsoft Office programs
- Excellent attention to detail with a high accuracy rate
Desired Qualifications
- Associate or bachelor's degree
- Experience working in the automotive lending service environment
- Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing
- Underwriting experience
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