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!
About this Position:
- Lead a team of 10-12 full-time and part-time Customer Service and Senior Customer Service Representatives to provide exceptional customer service and exceed all goals
- Support customer service department by assisting team members and handling escalated calls.
- Effectively coach, mentor, motivate and communicate team members through change when necessary
- Actively identify, report and assist with process improvement opportunities
- Facilitate a positive and respectful atmosphere which encourages growth, collaboration and communication among team members
- Hire the Right People by accurately assessing talent and making employment decisions when necessary
- Make effective decisions that appropriately assess risk for the organization
Outcomes and Activities:
- Ensure your team consists of the Right People and the Right Number of People
- Set and enforce Clear Expectations for your team
- Monitor team members’ interactions with customers daily to ensure effective communication styles are being used
- Monitor and evaluate team performance
- Continuously coach team on respectful, effective customer service skills and de-escalation techniques
- Effectively communicate so that all team members are abreast of current state of the department and organization
- Collaborate with different departments within the organization to ensure team members are properly trained
- Assess team member performance and implement action plans
- Monitor and assess workflow of each team member on a daily/weekly basis
- Build a high performing team of representatives by empowering and motivating others to achieve their individual goals and excel within the organization.
- Speak clearly, professionally and articulately on the telephone and in coaching sessions
- Communicate throughout the levels of the organization and recommend improvements when necessary
- Be comfortable handling escalated issues and problem accounts from Representatives
- Create the Right Environment to motivate team members to perform to the best of their ability
- Be able to operate office equipment (copy machines, fax, telephone, keyboard)
- Execute administrative tasks as needed within the role
- All other duties as assigned by Manager
- Regular and predictable attendance as outlined in the department attendance policy
- Remain knowledgeable of and compliant with our policies, processes and legal guidelines
- Adhere to Company policies, job aids, guidelines, and applicable law
Knowledge and Skills:
- Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
- Excellent interpersonal skills
- Coach team members by setting clear expectations and providing feedback to build a great team
- Effective at assessing people inside and outside of the organization to ensure you have the Right People
- Identify performance barriers and be able to implement solutions
- Take personal ownership and understand the financial climate as it relates to customer service
- Receptive to ongoing feedback aimed at improving the performance of you and your team
- Assertive, personable and PERSUASIVE with our consumers
- Negotiate, discuss sensitive financial issues, and provide solutions to consumers
- Remain positive, professional, determined, calm and focused when faced with challenging situations
- Think quickly, with an ability to understand and interpret information promptly and effectively
- Make ethical and honest decisions that are in the best interest of the organization
Requirements:
- High school diploma or GED
- Previous leadership experience
- Previous customer service and/or collections experience in a call center environment
Preferred:
- Experience in the finance or automotive industry
Schedule:
- Monday-Thursday 9am-6pm PST, Friday 11am-8pm PST, 1 Saturday every 3 weeks from 5am-2pm PST
Targeted Compensation: $56,100 – $64,500 base salary + a monthly bonus plan
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
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.