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Supervisor, Consumer Engagement at Octane in Irving, TX
Skills
Job Description
Octane is unlocking the power of financial products for merchants and consumers. Our cutting-edge technology and innovative financial products empower businesses with more control and flexibility, enabling them to deliver seamless digital experiences, drive customer loyalty, and build long-term value.
Octane supports merchants throughout the sales cycle: connecting dealerships with high-intent buyers, driving transparent, fast, and easy closings with award-winning technology, and providing on-going customer care with superior loan servicing.
Founded in 2014, Octane supports over 60 OEM partner brands and over 4,000 dealer partners, and has a team of over 600. Visit www.octane.co.
Are you a people-focused leader with a passion for coaching teams and creating exceptional customer experiences? We’re looking for a dynamic and motivated Consumer Engagement Team Lead to oversee a dedicated group of 8 to 12 Consumer Engagement Specialists. In this role, you’ll guide your team in delivering high-quality customer service, ensuring timely and accurate handling of customer interactions across multiple channels.
The ideal candidate will bring proven leadership experience in a call center environment, strong analytical and communication skills, and a hands-on approach to mentoring and developing team members. You’ll be responsible for monitoring performance, maintaining compliance with company and regulatory standards, and fostering a positive, high-performing culture. This is a great opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in helping both customers and their team succeed.
Responsibilities:
- Lead a team of 8-12 consumer engagement specialists whose duties include: Taking inbound customer service calls, transferring collection calls, performing low level collections, customer online chat function, responding to customer service email box, calling first installment defaults, making and documenting “welcome calls” to targeted new customers, and other duties as requested.
- Guide team members in resolving a variety of customer situations.
- Inspect team member assignments for timely and accurate completion and within compliance and company guidelines.
- Review and approve associate timecards.
- Complete semi-annual employee reviews.
- Conduct monthly control audits as directed.
- Coach, train, and mentor team members.
- If bilingual in Spanish and English, assist with QA on Spanish speaking Collectors and CE Specialists.
- Knowledge of and ability to comply with all federal and state specific laws that regulate collections and servicing activities.
- Ability to learn to utilize multiple computer systems.
- Other duties as assigned.
Requirements:
- High school graduate, Associate’s or Bachelor’s Degree (a plus)
- Minimum of 3 years supervisory experience ideally in auto finance or an installment loan portfolio in a call center environment (Collection experience is a plus)
- Highly proficient in MS Office including Word, Excel. Google Suites familiarity is a plus
- Strong team building and customer service skills
- Strong situational analysis to resolve a wide variety of customer situations
- Able to master use of web-based system of record (LoanPro) along with other systems used daily (Training provided)
- Strong communication skills both verbally and written. Bi-Lingual English/Spanish a plus
- Excellent “people” skills and a strong customer service attitude and able to demonstrate problem solving ability
- Honest with a strong work ethic
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.