Titles Success Representative

The Savings Group•Denver, CO

5d•$18 - $20•Remote

About The Position

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. The Savings Group 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.

Requirements

High school diploma or equivalent required.
1 Year of Leadership experiences in an operations environment.
Ability to interpret DMV statues, policies and procedures that pertain to the titling of motor vehicles.
Task and goal oriented
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.
Detailed-oriented with excellent organizational skills, ability to prioritize, and work independently.
Strong reasoning and critical thinking skills.
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.
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.
High level of personal motivation, professionalism, and integrity required.
Ability to exercise discretion and judgment.
Must be dependable.
Change of tasks, performing multiple tasks simultaneously, working with others as part of a team, and irregular schedule/overtime may be required at times.

Nice To Haves

Preferred to have one (1) year motor vehicle titling experience.
Special consideration for all 50-state knowledge.
6-months. of call center experience in a remote or hybrid workforce.
Formal De-escalation training

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 The Saving's Group 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.