Address
Form of workA Consumer Document Verification Specialist who will provide timely and accurate document review and follow up to consumers selling their vehicles to CarOffer. They will be required to independently solve problems and analyze fraud at various scopes and complexity as well as identify, analyze, and own consumer communication to ensure high satisfaction, growth, and retention of business. After training and onboarding is completed, shifts will be between the hours of 7am-4pm, 9am-6pm or 12pm-9pm and may be subject in the future to change within our operating hours of 6am-10pm CST. One weekend day (Saturday or Sunday) may be required with an alternate day off.
What you'll do:
- The Consumer Document Verification Specialist will be responsible for direct communication with the consumer, which includes anticipating and understanding consumer needs and having an appreciation and understanding of the role CarOffer plays in the consumer’s journey.
- Fraud analysis through assessing documentation, patterns, transactions, and behaviors to detect suspicious activities that could indicate fraud.
- Provides excellent consumer support by responding promptly to all inbound calls, chats and emails regarding vehicle sales process, Document Verification, payments, and transport.
- Use resources, technology, and problem-solving to troubleshoot issues like document upload, lien verification and scheduling.
- Answer “How To” questions about “Sell my Car”.
- Take ownership of consumer issues through to resolution or escalation while providing accurate and prompt feedback both to the consumer and teammates.
- Follow CarOffer policy and procedures for the proper escalation of unresolved issues to appropriate internal teams.
- Be the advocate for consumers by taking ownership, acting with empathy, and connecting them to solutions.
- Work to retain consumers who inquire about canceling through open listening and escalation to the appropriate team.
- Process communications and requests accurately and within established time standards.
- Identify, understand, and interpret consumers needs to implement resolutions and guide them across the finish line.
- Understands document review, vehicle ownership, and transportation as it pertains to CarOffer Consumer Operations.
- Manages time effectively to ensure department meets required service levels for improved consumer satisfaction results.
- Develops and maintains product, procedural and CarOffer systems knowledge.
- Utilizes technical systems, effectively and efficiently, including desktop, phone systems and the internet.
- Performs additional duties as assigned.
Who you are:
- Associates degree in a business-related field or a minimum of 6 months related work experience is required.
- Fraud Analysis strongly preferred.
- Customer service experience strongly preferred.
- Excellent communication and interpersonal skills are required.
- Possess practical conflict resolution skills (both consumer and agent conflict).
- Ability to perform with minimum supervision and direction while adhering to departmental procedures.
- Ability to work in a professional, fast-paced environment.
- Excellent interpersonal judgment, critical thinking, and problem-solving abilities.
- Ability to review, record and organize written and verbal data from a variety of sources with no prescribed format is essential.
- Computer proficiency (CRM / MS Office / Google Workspace).
