Call Center Manager, Business Development Full Time

AUTOPAY is an innovative FinTech company that is powering finance in the age of mobility. We function as a virtual Finance & Insurance office, finding our customers the perfect lender for their car loan or refinance. This means we’re able to solidify our customer’s auto loan prior to going to the dealership, and our marketplace of lenders ensures they get the lowest rate available.

We come from all kinds of backgrounds and experiences to create something new: A better way to do car loans. We support a casual work environment, positive work culture, and developing our talent to become successful leaders. Our core values of Hard Work, Optimism, Growth, and Integrity help us create a collaborative team mindset and a better place to work.

SUMMARY

The Call Center Manager for Business Development coordinates and manages the activities of business development representatives that contract new applicants and complete the application and pre-qualification process. You will be responsible for managing a team of associates, maintaining production standards, as well as ensuring that daily, weekly and monthly KPI performance goals are met.

This is a salary plus bonus position with the potential to earn over six figures in a fast-paced environment with large growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include achieving positive results in the following key areas:

• Understand and demonstrate the principles of AUTOPAY’s Mission, Vision, and Values.
• Train, support and motivate the Business Development team to obtain monthly goals.
• Monitor and assign new lead flow, make sure applicants are contacted, complete the application, and pre-qualify the applicant.
• Monitor and maintain dialer flow. Ensure leads flow to proper campaigns and queues.
• Maintain monthly teams, goals, and reporting for the contact center.
• Review individual daily Business Development activities, providing feedback and direction.
• Handle escalated calls and defuse potential complaints.
• Conduct regular side by side audits of staff.
• Maintain general e-mail and chat inquires, ensuring proper service levels.
• Create incentives and contest ideas that result in performance improvement.
• Responsible for required internal and external client reporting.
• Promote a cooperative and productive work environment.
• Make outbound phone calls on escalated or urgent account needs.
• Expeditiously and fairly handle all documented Business Development issues needing resolution.
• Responsible for inbound/outbound productivity and call quality.
• Essential tracking and communication to management regarding any apparent servicing gaps and trends to improve Business Development.
• Monitor and ensure adherence to all state, federal, and internal controls pertaining to consumer loan servicing.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Education: High school diploma or equivalent experience required.
• Experience: Minimum of four (4) years of experience in call center management. Preferred auto loan or indirect lending experience but not a requirement to apply. Supervisory experience is a must.
• Language/Communication/Interpersonal: Ability and desire to motivate a team around a common goal or purpose. Ability to build consensus and relationships among managers, partners, and employees. Strong verbal and written communication skills. Ability to effectively communicate with all levels of the company. Ability to work under pressure and manage workflow to provide a high level of production.
• Analytical: Ability to identify and solve problems. Ability to organize, prioritize, and work independently and in a team when required. Strong organizational and critical thinking skills
• Reasoning Ability: 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.
• Technical: Experience working with multiple software platforms in a dual monitor workstation, proficient Microsoft Office, with intermediate Excel and Access ability.
• Other: Must be process-oriented and possess a high level of personal motivation, organization, and attention to detail. Must be comfortable in a quickly growing and changing environment while exhibiting professionalism and integrity. Must be able to exercise discretion and good judgment.

BENEFITS

• Bonus Opportunities
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) Options
• Supplemental Insurance
• 401(k) Retirement Savings Plan
• PTO
• Paid Holidays
• Free Parking Options and Transportation assistance
• Beautiful office located in the Denver Tech Centre
• Access to Fitness Centre

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AUTOPAY is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources.

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