[Hiring] Account Solutions Representative @Credit Acceptance

Role Description

At Credit Acceptance, we are building on the foundation of a successful business while investing in the future through technology, data, AI, and continuous improvement. Our Operations teams are at the heart of the dealer and customer experience, making a direct impact throughout the contract lifecycle.

Your role as an Account Solutions Representative is to:

• Develop and propose solutions to assist the customer from becoming further past due and get them current, where possible.
• Develop and propose a solution to assist the customer to cancel or stop the vehicle repossession.

You help these customers by:

• Consistently, efficiently, and lawfully contacting customers who are behind on their car payments.
• Professionally and respectfully working with customers to help them bring and keep their account current.
• Ensuring the information we depend on to contact these customers is up to date.
• Supporting additional customer service requests.

Outcomes & Activities:

• Handle Phone Calls: You will spend a vast majority of your time signed on to our phone system to handle customer phone calls (Inbound and outbound).
• Bring Past Due Accounts Current and Cancel Repossessions: You will leverage our call model to assist in setting up promises that help to bring the customers’ account current and/or cancel repossessions based on their specific situation.
• Provide Support: You will support customer requests, including processing one-time and recurring payments over the phone.
• Update Contact Information: While speaking with customers you will work to identify additional contact or vehicle information.
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.

Qualifications

• Desire to help and believe in others when they encounter challenges in making their payments.
• Personable and persuasive with our customers.
• Comfortable negotiating, discussing sensitive financial issues, and providing solutions to customers.
• Remain positive, professional, determined, calm, and focused when faced with challenging situations.
• Overcome objections to pay and develop creative solutions to help bring customers current.
• Quick thinker, with an ability to understand and interpret information promptly and effectively.
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment.
• Receptive to ongoing feedback aimed at improving the performance of you and your team.
• Speak clearly, professionally, and articulately on the telephone.
• Talk and type at the same time (talking with customers while documenting relevant notes).
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for the vast majority of the day.
• Manage a flexible work schedule.
• Identify basic computer components and assemble/troubleshoot company issued equipment by following both written and verbal instructions.
• Operate company issued equipment, which may include a computer, headset, and camera.
• Navigate within multiple computer programs simultaneously.
• Knowledge of Microsoft Office products such as Outlook and Teams.
• Document account notes clearly and efficiently.
• Work independently and in a team environment.

Requirements

• High School Diploma or GED.
• High speed internet connection with a minimum of 15mbps download speed.

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.