Texas Expansion

Underwriter

American First Finance – Dallas, TX

General Purpose

Deliver “best in class” service to our customers and partners. Achieve the company goals in customer satisfaction, partner satisfaction, and collections.

Job Description

Role and Responsibilities

Dealer Support

Assists dealers with questions regarding Kwik Dealer, submitting applications, troubleshooting, customer approvals, and anything else related to Dealer Support. Most of these activities are accomplished by telephone which requires listening, a “service-oriented” tone, and courteous communication skills.

Financial Loan Processing

Assists partners with facilitation of the underwriting process which includes how to use the dealer portal, quick review of customer information, approvals, and overall process. Most of these activities are accomplished with an online chat tool which requires responsive typing skills without grammatical error.

Compliance

Maintain up to date knowledge of all regulation and compliance codes that American First Finance must operate by. Participate in training on collection laws, customer privacy laws, HR laws and protocols for communicating any non-compliance by anyone in the organization.

Qualifications

The Underwriting position is responsible for providing customers with service and facilitating the financial underwriting process with our partners. American First Finance seeks “likeable”, efficient, and effective call center representatives. The Loan Processer position is a service-oriented job and requires helpful individuals that are people-focused. Polite, professional, and courteous communication skills are a must. This is a steady pace position that will use telephones and a computer to perform the job. Typing skills with proper grammar are needed. This position requires very careful adherence to well-defined procedures where repeatable results are necessary. The work is highly precise in nature and requires a strong attention with the ability to read detailed information quickly and use math to make decisions according to company guidelines. Verbal and written Spanish skills in addition to English.

Key Relationships:

  • Reports to: Support Center: Supervisors
  • Direct reports: None
  • Other key relationships: Customers, Retail Partners
  • Location: Dallas, Texas
  • Shift: Evenings 1pm to 10pm. Weekends required.

Preferred Skills

  • Fluent in Spanish (oral and written)
  • Prior experience in underwriting or loan processing
  • Experience in troubleshooting/tech support

Critical Competencies for Success

Communication – The Candidate must be able to show by example and participate in a culture of communication where every team member understands where the business is, what their role is, what is expected of them, and how they are performing against those expectations.

A Serving Heart – The Candidate must value service to others. Our customers, partners, and team members deserve a Candidate passionate about delivering on our promise. The ideal Candidate is someone who seeks to understand in ways that allow for successful outcomes and relentlessly celebrates rave reviews by customers, partners, and team members at every opportunity.

Organization and Planning – The Candidate must be organized and plan-oriented. By example, the Candidate must appreciate a working environment that is organized, efficient, and secure. The Candidate must have an appreciation for the benefits that neatness and order have with regards to getting things done efficiently and effectively. The Candidate must value showing up to work on time, removing distractions to the team so they can stay focused, and executing to the plan.

Trust and Accountability – The Candidate must be able to establish a culture of trust and accountability to results. The Candidate must have a sense of committed action to deliver on the goals.

Tech-Savvy – The Candidate must be able to understand and use the technology we expect our team members to use.

Job Type: Full-time

  • Job Location: Dallas, TX
  • Required education: High school or equivalent
  • Required experience: Customer Service: 2 years
  • Required language: Spanish
  • Job Type: Full-time

Texas Expansion

Payment Solution Specialist (Lease to Own)

American First Finance – Dallas, TX

General Purpose

Deliver “best in class” service to our customers and partners. Achieve the company goals in customer satisfaction, partner satisfaction, and collections.

Job Description

Role and Responsibilities

LTO Payment Solution Specialist position is responsible for providing customers with service, facilitating collection activities for past due customers. American First Finance seeks “likeable”, efficient, and effective call center representatives. The Payment Solution Specialist position is a service-oriented job and requires helpful individuals that are people-focused. Polite, professional, and courteous communication skills are a must. This is a steady pace position that will use telephones and a computer to perform the job. Typing skills with proper grammar are needed. This position requires very careful adherence to well-defined procedures where repeatable results are necessary. The work is highly precise in nature and requires a strong attention with the ability to read detailed information quickly and use math to make decisions according to company guidelines. Verbal and written Spanish skills in addition to English are a plus.

Qualifications

CollectionsAssists past due customers with their accounts by finding practical, reasonable solutions to bring accounts current. The majority of these activities are accomplished by telephone. These activities require collections experience with strict adherence to company collection policies. Compliance: Maintain up to date knowledge of all regulation and compliance codes that American First Finance must operate by. Participate in training on collection laws, customer privacy laws, HR laws and protocols for communicating any non-compliance by anyone in the organization.

Assists past due customers with their accounts by finding practical, reasonable solutions to bring accounts current. The majority of these activities are accomplished by telephone. These activities require collections experience with strict adherence to company collection policies. Compliance: Maintain up to date knowledge of all regulation and compliance codes that American First Finance must operate by. Participate in training on collection laws, customer privacy laws, HR laws and protocols for communicating any non-compliance by anyone in the organization.

Own

The candidate must have prior 1st party or 3rd party collections experience with customer service focus. The ideal candidate has experience dealing with customers in ways that solved needs, resolved issues and improved the customer experience. Experience skip tracing using credit report, database and web searches.

Provide payment solutions to customers with expired rental agreements, by tactfully leveraging collateral merchandise and adhering to company standards, policies and procedures. An in-depth working knowledge of Lease to Own agreements including early buy options, minimum lease terms, and renting fees preferred. The applicant must be capable of explaining the difference between a Lease to Own Agreement and an Installment loan.

Customer ServiceThe candidate must be able to show by example and participate in a culture of communication where every team member understands where the business is, what their role is, what is expected of them, and how they are performing against those expectations.

Assists customers with questions regarding their accounts, payments, pay dates, payoffs, web account access, and anything else related to their account. The majority of these activities are accomplished by telephone which requires listening, a “service-oriented” tone, and courteous communication skills.

The candidate must have prior 1st party or 3rd party collections experience with customer service focus. The ideal candidate has experience dealing with customers in ways that solved needs, resolved issues and improved the customer experience. Experience skip tracing using credit report, database and web searches.

Key Relationships:

  • Reports to: Payment Solution Specialist Supervisor
  • Support Center: Supervisors
  • Direct reports: None
  • Other key relationships: Customers, Retail Partners
  • Location: Dallas, Texas
  • Shift: Evenings 1pm to 10pm. Weekends required.

Preferred Skills

  • Experience in Lease to Own
  • Fluent in Spanish (oral and written)
  • Collections Experience
  • Exceptional Customer Service skills

Critical Competencies for Success:

Communication — The candidate must be able to show by example and participate in a culture of communication where every team member understands where the business is, what their role is, what is expected of them, and how they are performing against those expectations.

A Servant Heart — The candidate must value service to others. Our customers, partners, and team members deserve a candidate passionate about delivering on our promise. The ideal candidate is someone who seeks to understand in ways that allow for successful outcomes and relentlessly celebrates rave reviews by customers, partners, and team members at every opportunity.

Organization & Planning — The candidate must be organized and plan-oriented. By example, the candidate must appreciate a working environment that is organized, efficient, and secure. The candidate must have an appreciation for the benefits that neatness and order have with regards to getting things done efficiently and effectively. The candidate must value showing up to work on time, removing distractions to the team so they can stay focused, and executing to the plan.

Trust & Accountability — The candidate must be able to establish a culture of trust and accountability to results. The candidate must have a sense of committed action to deliver on the goals.

Tech-Savvy — The candidate must be able to understand and use the technology we expect our team members to use.

Job Type: Full-time

  • Job Location: Dallas, TX
  • Required education: High school or equivalent
  • Required experience: Customer Service: 2 years
  • Required language: Spanish
  • Job Type: Full-time
*Please only contact us if you are an applicant

Apply Now
Texas Expansion

Payment Solution Specialist Supervisor (Lease to Own)

American First Finance – Dallas, TX

General Purpose

Build and manage team capable of delivering “best in class” service to customers and partners. Implement strategies, provide coaching and train processes to ensure team members are competent and confident in every activity and interaction. Achieve the company goals in customer satisfaction, partner satisfaction, and collections.

Job Description

Role and Responsibilities

The Collection’s Supervisor position is responsible for achieving accurate and timely results that support established organizational standards. The role manages customer accounts, and delinquencies. American First Finance seeks a seasoned, capable supervisor with customer service, collections, and management experience to build a “likeable”, efficient, and effective call center team. This role is faster than average pace and requires an efficient, detail oriented individual who is team oriented. The Collections Supervisor will be responsible for the day-to-day activities and performance of our Collections Representatives. The Collections Supervisor will be responsible for maximizing recoveries while maintaining compliance with laws, regulations and company policies. Familiarity with roll-rates is a plus.

This position requires someone capable of training, coaching, scheduling the time of others while giving constant, consistent feedback so that Representatives have clear understanding and expectations. This position requires a responsive team leader with a strong sense of duty to the team, to the development of others, to customer satisfaction, and to partner success. Our Supervisors are expected to project enthusiasm and promote team participation each and every day. Spanish language capability is a plus.

Qualifications

Lease to OwnProvide payment solutions to customers with expired rental agreements, by tactfully leveraging collateral merchandise and adhering to company standards, policies and procedures. An in depth working knowledge of Rent to Own agreements including early purhcase options, minimum lease term and renting fees preferred. The applicant must be capable of explaining the difference between a Rent to Own Agreement and an Installment loan.

TeamThis involves recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

TrainingThis requires daily training of Representatives to ensure they are confident and competent in their roles. Both one-on-one training and group training are expected of the Supervisor. This requires someone with a level of awareness required to both identify and coach employees based on where they are in their skill level and personal development as individuals.

Scheduling

  • This requires building efficient and effective schedules in advance based on the volume of activities by day, week, and time of year.

Measurement

  • Prepares and communicates call center performance reports by collecting, analyzing, and summarizing data and trends.

Compliance

  • Facilitates training and ensures compliance of Representatives with collection laws, customer privacy laws, and HR laws.

Candidate Specification: Key Selection Criteria

Ideal ExperienceThe Candidate must have prior management experience with customer service and/or consumer collections environments. The ideal Candidate has experience guiding a team of trained individuals capable of producing the desired results. The ideal Candidate must have an appreciation and strong desire for the development of others in addition to self. The Candidate will be expected to do the same work activities expected of our Representatives. The candidate must also have previous experience in building and implementing strategies for collections specifically related to Rent to Own accounts.

Key Relationships:

  • Reports to: Support Center Operations Manager
  • Direct reports: Payment Solutions Specialists
  • Other key relationships: Customers, Retail Partners
  • Location: Dallas, Texas

Preferred Skills

  • 2+ years Supervisory Experience
  • Experience in Rent to Own (Required)
  • 2+ Collections Experience
  • Fluent in Spanish (oral and written)

Critical Competencies for Success:

Communication — The candidate must be able to show by example and participate in a culture of communication where every team member understands where the business is, what their role is, what is expected of them, and how they are performing against those expectations.

A Servant Heart — The candidate must value service to others. Our customers, partners, and team members deserve a candidate passionate about delivering on our promise. The ideal candidate is someone who seeks to understand in ways that allow for successful outcomes and relentlessly celebrates rave reviews by customers, partners, and team members at every opportunity.

Organization & Planning — The candidate must be organized and plan-oriented. By example, the candidate must appreciate a working environment that is organized, efficient, and secure. The candidate must have an appreciation for the benefits that neatness and order have with regards to getting things done efficiently and effectively. The candidate must value showing up to work on time, removing distractions to the team so they can stay focused, and executing to the plan.

Trust & Accountability — The candidate must be able to establish a culture of trust and accountability to results. The candidate must have a sense of committed action to deliver on the goals.

Job Type: Full-time

  • Job Location: Dallas, TX
  • Required education: High school or equivalent
  • Required experience: Collections 2 years + Supervisor 2 Years
  • Required language: Spanish
  • Job Type: Full-time
*Please only contact us if you are an applicant

Apply Now