Senior, Consumer Operations Specialist

Houston, TX /
Shipped Sales /
Full time salaried
Vroom is an innovative end-to-end ecommerce company that is revolutionizing the car buying experience. Our scalable, data-driven technology brings all phases of the vehicle buying and selling process to consumers wherever they are and offers an extensive selection of vehicles, transparent pricing, competitive financing, and contact-free, at-home pick-up and delivery. We have experienced tremendous growth and have become a disruptive force in the automotive industry. Vroom is an exciting, dynamic workplace, and there's no better time to join the team than right now.

Vroom is an innovative end-to-end ecommerce company that is revolutionizing the car buying experience. Our scalable, data-driven technology brings all phases of the vehicle buying and selling process to consumers wherever they are and offers an extensive selection of vehicles, transparent pricing, competitive financing, and contact-free, at-home pick-up and delivery. We have experienced tremendous growth and have become a disruptive force in the automotive industry. Vroom is an exciting, dynamic workplace, and there's no better time to join the team than right now.

Vroom is seeking a Consumer Operations Specialist to assist multiple teams that finalize the financing and contracts for consumers buying or selling to Vroom with training, onboarding, and continued quality assurance. If you have experience in a processing or high production operational role and experience training 1to 1 and in a classroom setting this role is for you. Additionally, if you have instructional design skills and have a solid understanding of auto-lending practices, are highly efficient, collaborative, possess great attention to detail, and are tech savvy we’d love to hear from you. This position is located in our Houston, TX office and reports to the Director, Consumer Finance

This position will serve as the training ambassador and quality assurance liaison for both new hires and existing employees on the Consumer Finance Team.

Responsibilities

    • Conduct all levels of front to end analysis on multiple consumer contracts and financing operational processes
    • Own and manage initial onboarding for all Consumer Finance Teams
    • Collaborate with all levels of management to discover and diagnose their team’s training needs
    • Facilitate training for all departments and manage documented changes over time
    • Assist in operational processing as needed
    • Provide structure and consistency in instructional training materials shared among all consumer finance teams
    • Create and manage continuous training for existing employees
    • Serve as the ambassador for all new system roll outs and training
    • Present to leadership on an ongoing basis with observations and analysis regarding process opportunities
    • Identify the educational requirements for Vroom in order to scale a fast growing operational team
    • Perform ongoing quality assurance reviews of both contract processes and customer communications
    • Continuously optimize processes to improve efficiencies and customer satisfaction
    • Assist in the implementation and adoption of new technology/processes and provide support during the change management process
    • Confidentially manage, analyze, and process customers' credit applications, ensuring accuracy of customer data, and adherence to Vroom's processing policies
    • Office in a shared space setting + rotating work from home assignments

Qualifications

    • 2+ years in operational contracts processing
    • Change champion
    • Superior organizational skills
    • Resourceful problem solver and fast learner
    • Experience with consumer lending products and practices
    • Experience with analytics
    • Highly proficient in Microsoft Excel, Word, PowerPoint and or Google Suite alternatives
    • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
    • CRM experience is required
    • Understanding of the importance of consistency & accuracy with excellent attention to detail
    • Develop and maintain productive relationships with cross functional teams, partners, and vendors
    • Establish clear goals and direction with constant involvement of team engagement in the work and process planning
    • Ability to maintain confidentiality and compliance
    • Strong customer service skills with the ability to maintain and display a strong level of professionalism
    • Roll-up your sleeves attitude and willingness to jump in whenever neededAbility to change priorities quickly as time-sensitive needs arise
    • Able to adapt to a fluctuating workflow, particularly during periods of high lead and application volume
    • Salesforce experience is a plus
    • Bachelor’s degree or relevant experience
    • Travel up to 10% of the time
    • Remote work required
Benefits

This full-time role offers competitive compensation; health, dental, and vision insurance; a 401k plan; fully company-paid short term disability, long term disability, and life insurance; access to a healthcare concierge service with virtual visits; and 15 annualized days of paid vacation.
But our biggest benefit is being part of a low-ego, high performing team that's transforming the used car market into a modern, online and data-driven industry. We are looking for people who want to be a part of a contemporary startup culture. What gets us out of bed is working with talented people on a mission that matter

Commitment to Diversity and Equal Employment Opportunity

Vroom is an equal opportunity employer that is committed to creating a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributions. Our values of SPEED: Service, Progress, Employees, Engagement, and Development are only possible in an environment where every individual has the ability to bring their whole selves to work and contribute fully.
Vroom’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from all forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clients. Harassment and discrimination in any manner or form is expressly prohibited. There is no tolerance for discrimination or unequal treatment of any kind on the basis of race, color, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health decisions, national origin, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or carrier status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law.
This practice applies to all terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, rehire, termination of employment, development and training, compensation, benefits and retirement.