Customer Support Specialist II

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 Support Specialist II 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. 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.

What you will do :

Customer Support Center

• Answers all incoming phone calls in a timely manner preventing excessive hold times.
• Identify needs, offer solutions, and follows 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.
• May contribute to call review, second reviews or supporting questions in areas of expertise.
• Other duties as assigned.

Processing & Held Offering Follow-Up

Communication

Teamwork & Culture

The ideal candidate :

Education :

Experience :

Specialized Skills :

Hours of operation : Monday - Friday : 7am - 8pm & Saturday 8am - 7pm

Why you should apply :

The starting hourly range for this full-time position is $19.91 - $24.91 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.