[Hiring] Redemption Specialist @Credit Acceptance

Role Description

This position will work from home; occasional planned travel to our Southfield, Michigan office may be required. However, this position is permitted to work at our Southfield, Michigan office if requested by the team member.

• Professionally and respectfully persuade customers to pay in an effort to redeem the repossessed vehicle or reinstate the contract.
• Analyze the customer’s payment history and the circumstances of the repossession, and then make redemption payment arrangements within the guidelines of the department policy.
• Have phone and written contact with customers, repossession contractors, and auction vendors.
• Support additional customer service requests.

Outcomes & Activities

• Redeem Vehicles: Using our call model, you will persuade customers to pay to redeem the repossessed vehicles. We will measure you on the number of accounts redeemed.
• Handle Phone Calls: Spend up to 85% of your time handling customer phone calls.
• Provide Support: Support customer requests, including processing one-time payment requests over the phone.
• Receive and Act Upon Feedback: Be open to ongoing coaching and feedback aimed at improving performance.
• Remain compliant with our policies, processes, and legal requirements.
• Perform all other duties as assigned.
• Adhere to attendance as outlined in the department attendance policy.

Qualifications

• High school diploma or GED.

Requirements

• High speed internet connection with a minimum of 15mbps download speed.

Preferred

• Previous customer service, sales and/or collection experience.
• Previous experience working in a call center environment.
• Experience in the finance or automotive industry.
• Experience in any position where you had to demonstrate persuasive skills and negotiation skills.
• Previous experience with working on a dialer.

Knowledge and Skills

• Communication: Tone of voice; ask open-ended, probing questions; professional; confident.
• Ownership: Own performance, receptive to feedback; applies feedback to improve, active participant in training & coaching sessions.
• Listening: Active listening; understand customer's situation; recognize issues that prevent payment.
• Logic: Understand account history; critical thinking, problem solving, ability to reason.
• Encourage: Good negotiator; ability to persuade customer to pay; assertive; create urgency with customer.
• Control the Call: Set expectations; create accountability and resolution; maintain focus; call efficiency.
• Trust Building: Create and build trust; empathy; positive approach to creating resolution; collaborative approach.

Training & Schedule Requirements

• Training: Monday through Friday; 8:00 am - 5:00 pm.
• Virtual Training will be conducted beginning June 15, 2026.
• Schedule: Monday through Friday 12:00 pm-9:00 pm EDT.
• Once a month on a Saturday 8:00 am-12:00 pm EDT (team members will flex 4 hours at either the beginning or end of their shift one day of the week when Saturday is worked).

Targeted Compensation

• $20.00/hour plus uncapped monthly bonus potential.

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

• 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.