Customer Engagement Representative - Bilingual (English/Spanish) - Hybrid Remote - Powersports Loan Servicing and Customer Support

Join the Team Revolutionizing Recreational Purchases Are you passionate about delivering exceptional customer experiences and driving success in a fast-paced environment? Look no further! Octane Lending, a leading provider of digital buying experiences for recreational purchases, is seeking a highly skilled and bilingual Customer Engagement Representative to join our Roadrunner Servicing Center in Irving, Texas. As a hybrid remote team member, you will play a critical role in building a best-in-class servicing organization for our growing portfolio of Powersports loans. About Octane Lending Octane Lending is revolutionizing the way people purchase recreational vehicles, such as powersports vehicles, RVs, and outdoor power equipment. Our cutting-edge technology and innovative risk strategies enable us to provide a seamless, end-to-end digital buying experience. With over 550 employees, 30 OEM partners, and 4,000 dealer partners, we are committed to inspiring enthusiasts and making lifestyle purchases fast, easy, and accessible. Job Summary As a Customer Engagement Representative, you will be the primary point of contact for our customers, providing exceptional service and support throughout their loan journey. You will handle inbound and outbound calls, process phone payments, conduct customer interviews, and resolve common customer concerns via online chat channels. If you have a strong passion for customer service, excellent communication skills, and the ability to work in a fast-paced environment, we encourage you to apply for this exciting opportunity. Key Responsibilities Handle an average of 80 inbound and outbound calls per day, providing exceptional customer service and support. Process phone payments and update customer accounts accordingly. Conduct outbound customer interview calls to gather information and provide solutions. Communicate and resolve customer issues via online chat channels, ensuring prompt and effective resolution. Resolve common customer concerns regarding their powersports loan, escalating complex issues as needed. Meet monthly productivity and quality goals, adhering to performance standards and metrics. Comply with all federal and state-specific laws that regulate collections and servicing activities. Requirements Education and Experience High school diploma or GED required; some college coursework a plus. At least 2 years of customer service experience in a fast-paced environment, preferably in auto finance or an installment loan portfolio. Collection experience is a plus. Skills and Competencies Working knowledge of Microsoft Word and Excel. Ability to master the use of web-based system of record (LoanPro) with training provided. Strong communication skills, both verbally and in writing, with excellent 'people' skills and a customer service attitude. Bilingual (English/Spanish) a plus. Excellent problem-solving ability and analytical skills. Ability to work a flexible schedule, including some overtime, nights, weekends, and holidays. Strong work ethic, with rare unscheduled absences and punctuality. Career Growth Opportunities and Learning Benefits At Octane Lending, we are committed to the growth and development of our team members. As a Customer Engagement Representative, you will have access to: Comprehensive training programs to enhance your skills and knowledge. Career advancement opportunities within the company. Educational assistance and tuition reimbursement up to $3,000 per year. Work Environment and Company Culture Our hybrid remote work environment offers the best of both worlds, allowing you to work from home and collaborate with our team in Irving, Texas. We pride ourselves on a culture that values: Innovation and creativity. Collaboration and teamwork. Customer satisfaction and loyalty. Diversity, equity, and inclusion. Compensation, Perks, and Benefits We offer a comprehensive compensation package, including: Competitive salary. Robust health care plans (medical, dental, and vision). Up to 20 days of paid time off (PTO) per year. Generous parental leave. Retirement plan (401k with company match). Powersports safety benefit. Gympass wellness benefit. Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Engagement Representative at Octane Lending, you will play a critical role in delivering exceptional customer experiences and driving success in our organization. We look forward to hearing from you! Apply To This Job Apply for this job