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:
- Consistently, efficiently, and lawfully contact customers and collect on and manage a route of deficiency balance accounts.
- Professionally and respectfully persuade customers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts.
- Ensure the information we depend on to contact and collect from these customers is accurately maintained.
- Support additional customers service requests.
Outcomes & Activities:
- Handle Phone Calls: You will spend at least 80% of your time signed on to our dialer to handle customer phone calls and negotiate payment or settlement arrangements.
- Call Quality: You will use our call model to handle each call in a manner that meets or exceeds our call quality and compliant expectations.
- Collect Money: You will persuade customers to resolve their accounts within the payment and settlement criteria for Internal Collections.
- Update Contact Information: While speaking with customers you will work to identify additional contact information
- Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.
Knowledge and Skills:
- Ability to communicate in a professional and confident manner using appropriate tone of voice and asking open-ended, probing questions.
- Owns performance and is receptive to feedback; applies feedback to improve; active participant in training & coaching sessions
- Employs active listening in order to understand the customer’s situation; recognize issues that prevent payment
- Ability to use logic and critical thinking to reason and solve problems
- Good negotiator with an ability to persuade customers to pay; assertive; create urgency with customer
- Ability to control the call by setting expectations; create accountability and resolution; maintain focus; call efficiency
- Create and build trust by displaying empathy; positive approach to creating resolution; collaborative approach
Requirements:
- 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 up to 90% of the day.
- Ability to document account notes clearly and efficiently.
- Ability to work independently and in a team environment.
- Be driven and self-motivated and able to act on feedback.
- High school diploma or GED.
- High speed internet connection with a minimum of 15mbps download speed
Preferred:
- Experience in the finance or automotive industry.
- Experience working in a call center environment.
Training & Schedule Requirements:
Training:
- 2 weeks Monday through Friday: 8am – 5pm EST
- Virtual Training will be conducted
Schedule:
- Monday through Friday: 10am – 7pm EST
Targeted Compensation: $16.50 – $19.00/hour based on experience