Member Outreach Specialist

About our Company

AutoPayPlus is proud to be an Equal Opportunity Employer. We celebrate diversity in all its forms and are committed to creating an inclusive, supportive workplace where every individual feels valued, respected, and empowered to thrive.

For more than 20 years, AutoPayPlus (APP) has helped over 300,000 members strengthen their financial futures through automated payment technology, early loan payoff solutions, and personalized support. As a mission-driven FinTech organization, we operate with teamwork, integrity, and innovation at our core, and we take pride in delivering a five-star experience for every member, every time.

Job purpose

In this role, you build meaningful connections with members through proactive outreach, thoughtful problem-solving, and personalized financial solutions that support long-term stability and success. Every call is an opportunity to listen, educate, and uplift, treating members with the same respect, transparency, and empathy we extend to our employees.

By fostering a culture where employees feel supported, valued, and empowered, our Outreach team delivers service that truly reflects who we are: a company that leads with heart while helping members move forward with confidence.

Responsibilities

Duties and responsibilities of the position include but are not limited to the following:

• Member Engagement: Proactively conduct outbound calls, handle inbound transfers, and manage Calendly appointments to improve member satisfaction and engagement.
• Sales & Upselling: Recommend and upsell financial products (auto, mortgage, personal, student loans) that best fit members’ needs.
• Reenrollments: Reconnect with members who canceled due to refinance or early payoff, offering opportunities for continued services.
• Problem Solving: Identify customer needs, troubleshoot issues, and provide clear solutions or referrals.
• System Navigation: Efficiently use tools like Creatio CRM, Five9 dialer, Outlook, and internal systems for documentation, follow-up, and campaign tracking.
• Compliance & Transparency: Clearly explain program details, fees, and policies while maintaining integrity and compliance.
• Campaign Execution: Execute outbound calling campaigns aligned with team goals and scripts, while meeting or exceeding performance targets.
• Collaboration: Partner with sister departments, share feedback, and participate in ongoing training and team initiatives.
• Professional Tone: Maintain a respectful, positive, and brand-aligned approach in every member interaction.

Qualifications

The position generally requires an individual to have the following qualifications:

Required:

• High school diploma or GED
• 1–3+ years of experience in customer service, financial operations, call center, or data entry
• Strong verbal and written communication skills
• Proven attention to detail and ability to work accurately with financial data
• Proficiency in Microsoft Office Suite and CRM systems
• Ability to multi-task and meet time-sensitive deadlines
• Must pass background and credit checks

Preferred:

• Experience in auto finance, banking, loan servicing, card services, ACH processing, or financial compliance
• Understanding of FDCPA, financial compliance, and ACH/banking regulations
• Bilingual (English/Spanish)

Why You’ll Love Working Here

At AutoPayPlus, people don’t just work here, they love working here. Our culture is built on empathy, clarity, ownership, and partnership, and we embed these values in everything we do. From your first day, you’ll feel supported, appreciated, and connected to a team that genuinely cares. We invest in our people with 100% employer-paid medical, dental, and vision, quarterly bonus opportunities, performance-based schedules (4 tens or 5 eights), generous PTO, paid federal holidays, and perks that make every week a little brighter like Friday breakfasts, weekly snacks, and our Bevi flavored water station.

But the real reason our team members love AutoPayPlus is the experience:
• A place where your voice is heard and your ideas matter
• A team that celebrates wins, supports each other, and practices empathy daily
• Leaders who value transparency and help you grow personally and professionally
• A workplace where you can make an impact and feel proud of the difference you make

Our downtown Orlando headquarters are steps away from great restaurants and includes an onsite Nature’s Table café for convenient, healthy options. We celebrate milestones and big moments together—including our annual End-of-Year Celebration, one of our most beloved traditions.

If you’re looking for a company where you can learn, grow, belong, and truly love what you do, AutoPayPlus is the place to be.

Physical requirements

The position is not physically demanding.