Customer Success Representative II at AUTOPAY – Remote US

Employer:AUTOPAY (The Savings Group)
Job Location:Remote Job (United States)
Job Type:Full-Time
Work Arrangement: 100% Remote
Work Schedule

• Monday – Friday: 10:00 AM – 7:00 PM (MST)
• One Saturday per month: 8:00 AM – 5:00 PM (MST)

Hourly Pay:USD $22.00 per hour

Job Overview

AUTOPAY, a subsidiary of The Savings Group (TSG), is hiring a Customer Success Representative II to deliver exceptional customer support for consumers who have completed an auto purchase or refinance loan.

The successful candidate will serve as the primary escalation point for customer concerns, complaints, and quality assurance matters while ensuring every customer receives a positive experience. This remote opportunity is ideal for customer service professionals with strong communication skills, problem-solving abilities, and experience in auto finance or customer support.

The Savings Group is one of the largest automotive finance marketplaces in the United States, partnering with more than 180 lenders nationwide to help consumers secure vehicle financing and refinancing solutions.

Key Responsibilities

Customer Success & Support

• Deliver exceptional customer service through inbound and outbound phone calls, emails, and text messages.
• Assist customers who have completed auto refinance or vehicle purchase loans.
• Handle customer complaints and escalations from start to resolution.
• De-escalate customer concerns professionally without unnecessary transfers.
• Follow up with funded loan customers within one business day to assess their overall experience.
• Respond promptly to customer inquiries related to automotive financing.

Account Management & Quality Assurance

• Maintain accurate customer records and account activity across multiple business systems.
• Conduct quality assurance reviews by monitoring loan specialist calls and completing compliance evaluations.
• Grade customer experiences using company evaluation tools.
• Respond to customer reviews posted on platforms such as Podium, Birdeye, and other review channels.
• Manage internal and external voicemail requests.
• Process inbound customer service and sales emails.
• Investigate and resolve short payoff issues to ensure loans are paid in full.
• Handle Regulatory and Better Business Bureau (BBB) complaints.
• Verify lien holder information for Loan Origination System (LOS) processing.
• Compile complaint data, root cause analyses (RCA), and escalation reports.
• Process cancellation requests, unwind transactions, and funding-related issues.
• Perform additional customer success duties as assigned.

Eligibility Requirements

Minimum Eligibility Requirements

• Associate's degree or Bachelor's degree.
• Professional experience in one or more of the following:
  • Customer Success
  • Customer Service
  • Inside Sales
  • Telemarketing
  • Quality Assurance
  • Automotive Finance Companies
  • Car Dealerships
• Excellent verbal, written, and listening communication skills.
• Strong interpersonal and customer relationship management skills.
• Ability to prepare written correspondence and communicate effectively with customers and management.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to prioritize multiple tasks while working independently.
• Proficiency with Microsoft Office applications, including intermediate Microsoft Excel skills.
• Ability to work efficiently using dual-monitor computer systems.
• Strong computer keyboarding and data entry skills.
• High level of professionalism, integrity, reliability, and personal accountability.
• Ability to exercise sound judgment and maintain confidentiality.

Preferred Qualifications

• Previous experience within the automotive finance industry.
• Experience performing customer quality assurance reviews.
• Experience managing escalated customer complaints.
• Familiarity with customer relationship management (CRM) systems and loan servicing platforms.

Salary & Benefits

• Hourly Pay: USD $22.00 per hour
• Comprehensive Medical Insurance.
• Dental Insurance.
• Vision Insurance.
• Flexible Spending Account (FSA).
• Health Savings Account (HSA).
• Supplemental Insurance.
• 401(k) Retirement Savings Plan.
• Paid Time Off (PTO).
• Paid Holidays.
• Opportunity to work remotely from anywhere within eligible U.S. states.

Work Environment

This is a fully remote position requiring regular computer and telephone use.

Employees should be comfortable:

• Working in a fast-paced environment.
• Managing multiple responsibilities simultaneously.
• Collaborating with team members remotely.
• Occasionally working overtime or adjusting schedules based on business needs.

The role involves prolonged sitting and regular use of computers, phones, and office equipment. Occasional lifting of up to 25 pounds may be required.

Why Work at AUTOPAY?

• Join one of the leading automotive finance companies in the United States.
• Work remotely while supporting customers nationwide.
• Receive comprehensive health and retirement benefits.
• Build your career within a growing fintech organization.
• Access ongoing training, leadership support, and career development opportunities.
• Be part of an innovative company committed to delivering a better car loan experience.

Equal Employment Opportunity

The Savings Group, including AUTOPAY, RateGenius, and Tresl, is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, military status, genetic information, or any other protected characteristic in accordance with applicable employment laws.

How to Apply

Interested and qualified candidates should click the Apply button below to submit their application. Before applying, carefully review the eligibility requirements, work schedule, location restrictions, salary details, and employee benefits to ensure you meet the qualifications for this remote position.