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.
We are currently looking for a Complaints Supervisor to join Roadrunner’s Servicing Center in Irving, Texas, reporting to the Manager of Customer Engagement. This is a tremendous opportunity to partner with us to build a best in class servicing organization for our growing portfolio of consumer loans.
Specifically, you will:
- Drive the team’s overall success with a focus on customer satisfaction while ensuring accuracy, efficiency, an effective work flow, and a positive team environment.
- Identify opportunities to improve alignment of complaint policy with business strategy and make recommendations to strategy and operating procedure improvements as appropriate.
- Maintain a complete understanding of all escalation processes pertaining to complaints to assist agents as needed.
- Be the main point of contact across teams and departments or any new verticals entered.
- Assist and lead the team in establishing, building, and maintaining strong internal relationships.
- Ensure existing operational processes are performing as intended and report/escalate any breaks impacting workflow.
- Support Operations as needed.
- Support company objectives and management by performing other duties as assigned
Requirements:
- High school graduate; Associate’s or Bachelor’s Degree a plus
- Minimum one year of employment within the Customer Engagement department
- 5+ years of experience in MS Office including Word, Excel
- Able to master use of web-based system of record (LoanPro) along with other systems used daily (training provided)
- Must have experience of building and growing a team (could be in a different industry)
- Must be able to analyze data and extract valuable insights
- Must be hands-on, willing to embrace a “roll up your sleeves” approach to problem solving
- Must exhibit effective written and verbal communication skills
- Bi-Lingual English/Spanish is a plus
- Strong team building and customer service skills
- Strong situational analysis to resolve a wide variety of customer situations
- Strong communication skills both verbally and written
- Collaborative, inspirational leader with the ability to motivate team members
- Excellent “people” skills and a strong customer service attitude
- Detail-oriented and capable of managing multiple tasks
- Honest with a strong work ethic
Benefits:
- Robust Health Care Plans (Medical, Dental & Vision)
- Generous Parental Leave
- Up to 5 weeks time off (self-managed)
- Retirement Plan (401k) with company match!
- Educational Assistance/Tuition Reimbursement up to $3K/year
- Life Insurance (Basic, Voluntary & AD&D)
- Short Term / Long Term Disability
- Robust Ancillary benefits including accident insurance, hospital insurance, etc
- Gympass Wellness Benefit
- Powersports Safety Benefit
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.
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.