Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.
Our Operations teams work with our consumers to promote great service, encourage them to bring their accounts current and resolve escalated issues. Team Members specialize in various segments of the contract life cycle to achieve the highest levels of performance. We are committed to providing career growth opportunities to our Team Members and we are proud of our record of promoting from within. Our flexible schedules, casual work environment and culture of having fun make this a Great Place to Work!
Outcomes and Activities: As a Customer Care Specialist, you will be responsible for investigating and resolving various customer complaints in a timely and compliant manner.
You will be measured on your ability to balance Quality and Quantity:
Complaints Resolved per Hour
Call Quality
Process Quality
Percent (%) of Customers contacted within 3 business days of escalation
Percent (%) of complaints unresolved more than 30 days after escalation
You will be asked to perform the following activities:
Show empathy, listen, and educate customers, dealers and third parties in a way that helps them understand we care and results in providing an exceptional customer experience.
Work with a sense of urgency to find solutions for and to resolve the customer's concerns quickly and compliantly.
Involve cross-functional parties to help resolve the customer's concerns and determine the appropriate resolution as rapidly as possible.
Communicate effectively to internal and external stakeholders in a fact based and unbiased manner (inbound and outbound calls and email) when working to resolve customer concerns.
Recognize and escalate obstacles that may impact your ability to resolve customer complaints swiftly and compliantly.
Adhere to Department and Company policy and process.
Knowledge and Skills:
General Company Knowledge:
Company Strategy (BHAG, Touch Points, Organizational Health)
How Our Business Works
Company Policy and Process
Role Specific Knowledge:
Customer Care Department purpose
Customer Care Department Policy and Process
Core Operating Systems
Position Skills:
You need to conduct good Research: Be analytical, have good attention to detail, conduct thorough investigations, and document your completed research well
You need to be Empathetic: Compassionate, patient, fair, positive communicator
You need to Seek to understand: Solution focused, uncovers underlying issues, driven to uncover the truth
You need to have good Ownership: Owns performance, receptive to feedback; applies feedback to improve; active participant in training and coaching sessions
You need to Listen: Active listener, engaged in conversation, asks follow up questions to clarify understanding
You need to Validate allegations through all involved parties: Consider alignment between CA, dealer, and customer. Unbiased,uses facts in decision making
You need to be Efficient: Manages time well, maintains focus, controls the call, has ability to multitask, works with a sense of urgency
Requirements:
High School Diploma or GED
Proficient in Microsoft Word, Excel and Outlook
Have a high-speed internet connection with a minimum of 15mbps download speed
Preferred:
Bachelor's Degree
Previous experience in a role where the primary function is resolving consumer complaints at the highest level of escalation without the need to escalate to another individual and/or department to facilitate resolution
Experience in Artiva
Have a strong background in the Servicing or Originations side of Credit Acceptance
Experience in the finance or automotive industry
Knowledge of mechanical issues that commonly ocur with vehicles
Experience having to interpret existing rules/guidelines and apply them appropriately to make decisions
Training:
Monday through Friday: 8am - 5pm EST
Schedule:
Monday through Friday: 8am - 5pm EST
Targeted Compensation: $20.00- $24.50/hour based on experience.
Targeted Bonus: Uncapped monthly bonus potential based on individual performance. The estimated average bonus target for this position is around $1000/month.
Benefits
Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work
Our Company Values:
To be successful in this role, Team Members need to be:
Positive by maintaining resiliency and focusing on solutions
Respectful by collaborating and actively listening
Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
Direct by effectively communicating and conveying courage
Earnest by taking accountability, applying feedback and effectively planning and priority setting
Expectations:
Remain compliant with our policies processes and legal guidelines
All other duties as assigned
Attendance as required by department
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Credit Acceptance is dedicated to providing an inclusive environment for all. We are proud to be an Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.