Titles Success Specialist

Summary

Join AUTOPAY, an innovative FinTech company revolutionizing auto finance, as a Title Success Representative. This remote position, based in the US (excluding CA, NY, NJ, WA, IL, and OR), focuses on ensuring smooth and timely title processing for customers who have refinanced or purchased a car. You will be responsible for managing inbound and outbound communication with clients, lenders, and lien holders, resolving escalated matters, and providing exceptional customer service. This role requires strong communication skills, attention to detail, and the ability to interpret motor vehicle statutes and regulations. You will also need to be proficient in Microsoft Office and Teams, with intermediate Excel skills.

Requirements

• Education: High school diploma or equivalent required
• 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

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 AUTOPAY’s 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

Preferred Qualifications

• External Candidate: Preferred to have one (1) year motor vehicle titling experience. Special consideration for all 50-state knowledge
• Internal Candidates- 3 Months of AUTOPAY Title Department experience
• 1 Year of Leadership experiences in an operations environment
• Special consideration: 6-months. of call center experience in a remote or hybrid workforce
• Special Consideration: Formal De-escalation training

Benefits

This remote position pays $18-20/hr. based on experience