Supervisor, Customer Engagement - Servicing Operations (Hybrid)
Octane is a Fintech company whose mission is to connect people with their passions. The transaction process for large purchases such as powersports, RVs, boats, and home improvements is slow and frustrating, but Octane is changing that through automated underwriting, innovative credit products, and financing through our in-house lender Roadrunner Financial. Octane reaches millions of enthusiasts through editorial brands like Cycle World and Cycle Volta and helps consumers buy their favorite products with instant, frictionless financing on Octane.co. Octane is revolutionizing lending in under-served verticals that account for tens of billions of dollars in annual transactions.
Octane is gaining traction quickly with customers, as evidenced by growth in originations through our platform of more than 2X year-over-year. Octane works with more than 3,500 merchants in the USA and offers promotional financing with low rates for 40 OEM brands. Because we’re the platform and the lender, we have both high growth and positive unit economics - rare for a fintech. We have raised more than $139M in venture capital from leading investors such as IA Ventures, Valar Ventures, and Contour Venture Partners, and our lending securities are rated AA by S&P.
We are currently looking for a Supervisor of Customer Engagement - Servicing Operations to join
Roadrunner’s Servicing Center in Irving, Texas, reporting to the Manager of Training and Customer Engagement. This is a tremendous opportunity to partner with us to build a best in class servicing organization for our growing portfolio of Powersports loans.
Specifically, you will:
- Lead a team of 8-12 customer engagement specialists whose duties include: Taking inbound customer service calls, transferring collection calls, performing low level collections, customer online chat function, responding to customer service email box, calling first installment defaults, making and documenting “welcome calls” to targeted new customers, and other duties as requested.
- Guide team members in resolving a variety of customer situations.
- Inspect team member assignments for timely and accurate completion and within compliance and company guidelines.
- Review and approve associate timecards.
- Complete semi-annual employee reviews.
- Conduct monthly control audits as directed.
- Coach, train, and mentor team members.
- If bilingual in Spanish and English, assist with QA on Spanish speaking Collectors and CE Specialists.
- Knowledge of and ability to comply with all federal and state specific laws that regulate collections and servicing activities.
- Ability to learn to utilize multiple computer systems.
- Other duties as assigned.
Requirements
- High school graduate, Associate’s or Bachelor’s Degree a plus.
- Minimum of 3 years supervisory experience ideally in auto finance or an instalment loan portfolio in a call center environment. Collection experience a plus.
- Highly proficient in MS Office including Word, Excel. Google Suites familiarity a plus.
- Strong team building and customer service skills
- Strong situational analysis to resolve a wide variety of customer situations.
- Able to master use of web-based system of record (LoanPro) along with other systems used daily. Training provided.
- Strong communication skills both verbally and written. Bi-Lingual English/Spanish a plus.
- Excellent “people” skills and a strong customer service attitude and able to demonstrate problem solving ability
- Honest with strong work ethic.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Octane Lending is an equal opportunity employer committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.
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