[Hiring] Title Specialist @Credit Acceptance

Role Description

This position will work from home. Occasional planned travel to an office location may be required. The purpose of the Title Specialist position is to:

• Provide customer facing, primary point of contact support for dealers, sales, internal and external customers in order to resolve title issues primarily via telephone and email.
• Accurately complete business requests and enforce Credit Acceptance’s lien on vehicles within standards of service for various request types.
• Monitor for legal/risk concerns by identifying when dealer processes are inconsistent with Credit Acceptance’s expectations and escalate as necessary.
• Professionally, respectfully and enthusiastically communicate with internal and external customers, Dealers, Auctions, DMV’s and other agencies to obtain needed documents or information necessary to complete title or lien requests and resolve title issues.
• Ensure the information we depend on to track title and lien document location and actions taken is accurately documented.
• Be solution focused collaborating with others.

Outcomes & Activities

• Review and resolve title tasks: For all title/lien requests received you will ensure requests are completed within standards of service for each request type.
• Properly identify missing titles issues or errors and resolve them.
• Support the Business: Provide title expertise and knowledge to our internal customers.
• Missing titles, titles problems and customer support: Work with internal and external customers to identify solutions for any title issues and process requests for consumer title needs. Spend time primarily on the phones to proactively receive inbound and initiate outbound calls.
• Remain compliant with our policies, processes and legal guidelines.
• Adhere to attendance as outlined in the department attendance policy.

Qualifications

• High school diploma.
• Previous experience acting as a subject matter expert in a specialized area.
• Previous experience acting as a primary point of contact for customers in order to resolve issues and provide support.
• Experience in any position where you had to make logical decisions and resolve complex process issues with the information provided.
• Previous experience providing excellent customer service support, including timely and accurate responses to inquiries and issues.
• Have high speed internet connection with a minimum of 15mbps download speed.
• Proficient in Microsoft Office applications (Microsoft Outlook, Word and Excel).

Preferred

• Experience in the finance or automotive industry.
• Experience with vehicle titles.
• Previous working in a call center environment.
• Associates degree in business or related field.

Training & Schedule Requirements

• Training: Virtual Training Monday through Friday, between 7:30 AM and 5:00 PM EST. Hours may vary depending on the trainer’s schedule.
• Schedule: Monday through Friday, between 7:00 AM and 7:00 PM EST. Flexible 8-hour shifts. 8–10 shifts per month require working until 5:00 PM EST. 4–5 shifts per month require availability for phone calls starting at 8:00 AM EST.

Targeted Compensation

• $20 - $23.93/hour based on experience.
• Uncapped monthly bonus potential based on individual performance. The estimated average bonus target for this position is around $400/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

• 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.