Customer Experience Specialist I

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Customer Experience Specialist I is responsible for prompt handling of all incoming phone calls, notifications, faxes, and management of ancillary queues. Optimize the experience for credit unions, dealers, and members by resolving their needs in an efficient and service-oriented manner, striving for one call resolution. Handle all inquiries within appropriate program standards. Educate partners on system and program. Maintain professionalism in all written and oral communication. Achieve call center metrics, goals, and service level agreements. Ability to process and fund applications in multiple systems, often for multiple partners and/or products.

Principal Responsibilities / Objectives:

Customer Support Center

• Answers all incoming phone calls in a timely manner preventing excessive hold times.
• Make outbound calls to borrowers, dealers and credit unions in accordance with OLS policies and procedures.
• Identify needs, offer solutions, and follow up on unresolved transactions. Hold meaningful conversations with dealers, credit unions, members and internal contacts in person, over the phone, or through written communication.
• Build and maintain positive relationships with dealerships and credit unions.
• Provide exemplary customer service to internal and external partners.
• Communicate and educate dealers and credit union staff on systems and program standards.
• Direct efforts toward efficiently maximizing remediation of issues to achieve funding.
• Manage assigned queues within SLAs.
• Complete faxes.
• Other duties as assigned.

Processing & Held Offering Follow-Up

• Perform processing and held offering functions in support of resolving customer support inquiries.
  • Review and validate quality of contracts to ensure policies and procedures are followed.
  • Process loans and leases accurately and in a timely and efficient manner.
  • Reviews documentation to ensure it corresponds with loan application; confirms accuracy of member information, conducts a comprehensive review of income verification, may enter data in Loan Origination System, and funds in accordance with loan officer's instructions, stipulations, and credit union procedures.
  • Validate loan and lease contracts, payments, taxes, and documentation to ensure it meets program.
  • Understand and incorporate associated regulatory and compliance requirements.

• Follow up to collect missing items and stipulations through associated system. (written)
• Document work thoroughly, professionally, and consistently following internal or credit union procedures.
• Make outbound calls to borrowers, dealers, and credit unions to facilitate education and complete funding.

Communication

• Ensure all communication (internal, external, oral, written) is handled in a professional manor.
• Communicate all issues, production or otherwise and escalate, as necessary.
• Collaborate to resolve client and internal support issues within Origence Lending Services and Origence teams.

Teamwork & Culture

• Demonstrates the behaviors aligned with each value with clients and teammates across the organization.
• Value team members and commit to their growth.
• Innovate, embrace diversity of thought, and champion necessary change.
• Collaborate to create the best possible experiences for our team members and customers.
• Align on desired outcomes and take responsibility for achieving our goals.
• Work to foster and enhance teamwork within the organization.

Knowledge, Skills, and Abilities:

Education:

• High School education or equivalency required.
• Associate or bachelor's degree a plus.

Experience:

• One to two years' experience in a call center environment or within Origence Lending Services Operations.
• Experience working in the automotive lending service environment preferred.
• Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing is preferred but not required.
• Experience handling urgent or difficult conversations with professionalism and empathy.
• Experience in loan and/or lease processing required.
• Underwriting experience a plus.

Specialized Skills:

• 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.

Perks and Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options, including Pet Insurance
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting hourly range for this full-time position is $23.00 - $26.50 per hour. This base pay will take into consideration internal equity, candidate's geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for an annual bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at company's discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals' qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.