Octane® is revolutionizing recreational purchases by delivering a seamless, end-to-end digital buying experience. We connect people with their passions by combining cutting-edge technology and innovative risk strategies to make lifestyle purchases - like powersports vehicles, RVs, and OPE - fast, easy, and accessible.
Octane adds value throughout the customer journey: inspiring enthusiasts with our editorial brands, including Cycle World® and UTV Driver®, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing.Founded in 2014, we’re a remote-first company with 550+ employees and over 30 OEM and 4,000 dealer partners.Octane is fast becoming a lender of choice with Powersports OEMs and dealers.
Now for the exciting opportunity; Octane has opened its first full spectrum servicing operation in Irving, TX, and we are looking for a Customer Advocacy Specialist, to assist the Quality Assurance Supervisor in building and implementing a new process of managing customer complaints.
The Customer Advocacy Analyst will be responsible for investigating complaints, identifying the root causes of complaints by utilizing a risk-based mentality to evaluate the complaint and determine an appropriate solution/outcome. The Analyst will be responsible for not only assisting the customer with their concerns but identifying gaps to help enhance and streamline our current processes. This person will work closely with the QA Supervisor as well as the Legal & Compliance team.
Responsibilities:
- Perform monitoring of the Complaints slack channel to ensure what is captured there is also included on the Complaints spreadsheet shared with the Compliance team.
- Provide excellent customer service and provide responses to customers' concerns within set guidelines.
- Perform Administrative process reviews for compliance and accuracy as directed.
- Assist by collaborating cross-functionally with other teams to drive resolution of customer issues and work to enhance communication across the company.
- Perform special assignments as assigned by the Customer Advocacy Supervisor.
- Keep results of all complaints to assist with tracking and trend analysis to define and deliver reporting.
- Retain calls, reviews and scoring sheets as required by management in accordance with policy.
- Become familiar with all company calling and process rules as provided by Octane Policy and Procedures, Chief Compliance Officer and company attorneys.
Reporting Relationship
Reports to Quality Assurance Supervisor
Educational Requirements
High School or equivalent, some college preferred. Equivalent work or military experience valued.
Preferred Candidate Qualifications
- Spanish speakers are a plus.
- Minimum of 5 years experience collections, customer service, communications, or related fields.
- Experience in Microsoft Office Suite. Google Suites is a plus.
- Ability to build strong collaborative relationships while maintaining appropriate levels of confidentiality.
- Strong verbal and written skills with attention to detail, grammar, listening well and excellent problem solving skills are required.
- Ability to bounce back from challenging interactions and manage through complexity and uncertainty.
- Team player willing to collaborate and be sensitive to others with strong customer empathy.
- Willingness to learn new systems and processes and contribute to continuous performance and process improvement.
- Passionate about meeting/exceeding expectations, collaborating on solutions.
Benefits:
- Robust Health Care Plans (Medical, Dental & Vision)
- Up to 20 Days PTO (Accrued)
- Generous Parental Leave
- Retirement Plan (401k with Company Match).
- Educational Assistance/Tuition Reimbursement up to $3K/year
- Wellhub (Gympass) Wellness Benefit
- Powersports Safety Benefit
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.
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.
