Customer Care Specialist
Company: Credit Acceptance Corporation
Location: Atlanta
Posted on: September 19, 2023
Job Description:
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!
As a Customer Care Specialist, you will be responsible for
investigating and resolving various customer complaints in a timely
and compliant manner.
Outcomes and Activities: 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
escalationYou 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 ProcessRole Specific Knowledge:
- Complaint Resolution Department purpose
- Complaint Resolution Department Policy and Process
- Core Operating SystemsPosition 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 OutlookPreferred:
- 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 occur with
vehicles
- Experience having to interpret existing rules/guidelines and
apply them appropriately to make decisionsTraining & Schedule
Requirements:Training:
- Monday through Friday; 8:00 am - 5:00 pm ESTSchedule:
- Monday through Friday; 8:00 am - 5:00 pm ESTTargeted
Compensation: $20.00- $23.00/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.
#zip#LI-Remote
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 settingExpectations:
- Remain compliant with our policies processes and legal
guidelines
- All other duties as assigned
- Attendance as required by department--Advice!We understand that
your career search may look different than others. Our hiring team
wants to make sure that this would be a fit not just for us, but
for you long term. --If you are actively looking or starting to
explore new opportunities, send us your application! P.S.We have
great details around our stats, success, history and more. --We're
proud of our culture and are happy to share why - let's talk!
Required degrees must have been earned at institutions of Higher
Education which are accredited by the Council for Higher Education
Accreditation or equivalent.
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.
California Residents: Please click for the California Consumer
Privacy Act (CCPA) notice regarding the personal information Credit
Acceptance may collect from you.
Play the video below to learn more about our Company culture.
Keywords: Credit Acceptance Corporation, Atlanta , Customer Care Specialist, Other , Atlanta, Georgia
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