Member Support Specialist

Are you interested in working with a fun team who cares about their work and go above and beyond daily to do the right thing?

Join a dynamic and dedicated team at AutoPayPlus, where we are committed to making a real difference in people's financial lives. If you're passionate about working in a collaborative environment that fosters growth, excellence, and innovation, this is the place for you.

If that aligns with your values and work ethic you have found the right place to work with AutoPayPlus.

AutoPayPlus, a leader in personalized financial management services, empowers individuals to take control of their financial futures through innovative payment solutions and debt-reduction strategies. With a growing team of over 100 employees, we are positioned at the heart of Orlando's business district, leading the transition to becoming a cutting-edge FinTech company. Our mission is simple: to help people pay off loans faster, reduce financial stress, and build wealth. Join us as we continue to grow and make a meaningful impact in the lives of over 90,000 active members nationwide.

AutoPayPlus by US Equity Advantage has been in business for more than 20 years and we continually grow year after year. 2024, however, represents a unique opportunity for us to grow by 50% or more due to factors in the industry favorable to us.

At AutoPayPlus, we believe in creating a supportive and engaging work environment. Our casual yet high-performing culture is enhanced by a Class A office in downtown Orlando, offering convenient covered parking. From team-building events to a fully stocked snack table, we provide a workplace where employees can thrive while helping others achieve financial wellness

We are proud to be recognized by the Orlando Business Journal as one of the "Best Places to Work" in 2023.

Join us at AutoPayPlus and become part of a team dedicated to transforming financial futures. Apply today and take the next step in your career with a company that values innovation, excellence, and employee growth.

Job purpose

At AutoPayPlus we refer to our customers as members and as such we are seeking member-oriented service representatives. This opportunity focuses on two main growth drivers:

1.Member Retention

2.Reintroducing members back into the "Member Life Cycle."

At AutoPayPlus, every employee is respected, valued and an integral part of our success or failure. Employees are empowered and expected to initiate and implement new ideas and are rewarded for out-of-the-box thinking. As a performance-based company, every employee has a direct impact on their own personal compensation, employee compensation, and overall, Company profitability. Participate in a robust incentive program, to earn more as you assist our members in reaching financial freedom

Duties and responsibilities

• Meet personal/team sales targets and call handling quotas.
• Commit to a 100% member satisfaction service goal. Ensure excellent service standards and maintain high member satisfaction.
• Develop Brand Loyalty by creating personal connections with members on service calls
• Effectively manage large amounts of incoming calls and make outbound follow up calls
• Educate sales leads about the service benefits
• Identify and assess members' needs and provide member-oriented solutions
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team targets and call handling quotas
• Handle issues, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of member interactions, process member accounts and file documents
• Go the extra mile to engage members.
• Work closely with other departments.
• May be required to handle other tasks as assigned, all of which must be completed with a high standard of professionalism and accuracy.

Qualifications

• Multiple language skills is a plus
• High school diploma or equivalent.
• 3+ years of call center experience
• A basic understanding of loan types and servicing or willingness to learn.
• Proven customer support is required, sales experience is a plus
• Strong phone contact handling skills and active listening
• Track record of meeting and exceeding quotas
• Ability to use CRM and phone systems.
• Solid work attendance record
• Be a conscientious and reliable team player
• Ability to adapt/respond to different types of customers.
• Demonstrate ability to diffuse adversarial interactions through the encouragement of collaborative efforts.
• Ability to multi-task, prioritize, and manage time effectively.
• Experience with SMS texting is a plus.

What AutoPayPlus offers

Retirement Savings Plan: 401(k) with Employer Matching

Fully Funded Health Benefits: 100% Company-Paid Health, Dental, and Vision Insurance for Employees

Life Assurance: Comprehensive Life Insurance Coverage

Income Protection: Short- and Long-Term Disability Insurance

Generous Time Off: Paid Vacation, Federal Holidays, and Sick Leave

Relaxed Office Environment: Casual Dress Code and Atmosphere

Strategic Location: Conveniently Situated Near the I-4 Ivanhoe Exit

Complimentary Parking: Employer-Funded Parking Facilities

Employee Nourishment: Daily Snack Table and Weekly Breakfast

Team Engagement: Off-Site Company Events for Team Building

Financial Wellness Program: Complimentary Access to Our Debt-Reduction Service

Performance-Driven, Yet Relaxed Culture: High Expectations Coupled with a Casual Company Atmosphere

Shifts available

In order to create a "world class" operational environment, AutoPayPlus promotes "work/life" balance through the establishment of dynamic work schedules. We offer a 40 hour per week work schedule, with a rotating 5-hour Saturday shift (Saturday shift is scheduled once a month). Additionally, after 90 days of employment, our Team Members have a choice between working 4-Ten-hour shifts or 5-Eight-hour shifts.

Working conditions

The work is performed in an office setting.

Physical requirements

The role involves continuous periods of sedentary work including repeated motions of wrists, hands, and fingers for working on a computer keyboard.

AutoPayPlus upholds the principles of equal employment opportunity and actively fosters a culture that celebrates diversity. We are steadfast in our commitment to cultivating an inclusive workspace for all team members.