Redemption Specialist - Michigan Job at Credit Acceptance
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!
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:
- NOTE: This position will work from home. Occasional planned travel to an office location may be required.
- 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:
- Collect Money: Use our call model to handle each call in a manner that persuades customers to pay
- Redeem Vehicles: Persuade customers to pay and 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 using an automatic dialer
- Provide Support: Support customer requests, including processing one-time payment request over the phone
- Receive and Act Upon Feedback: Be open to ongoing coaching and feedback aimed at improving performance
Knowledge & Skills:
- Communicate in a confident professional tone and ask open –ended probing questions
- Take ownership in your performance while being receptive and acting upon feedback as you actively participate in training and coaching sessions
- Use your listening skills to aid you in gaining an understanding of the customer’s situation and identify the issues preventing them from making a payment
- Use logic to understand the account situation and history, then use problem solving skills to find a solution
- Use negotiation skills and be assertive as you encourage customers to pay while creating a sense of urgency to get the payment today
- Control the call by setting clear expectations with the customer as you create accountability with them and keep them focused on redeeming the vehicle
- Build trust with the customer as you show empathy for their situation and take a positive collaborative approach in creating solutions for them the redeem the vehicle
Requirements:
- High school diploma or GED
- 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
Training & Schedule Requirements:
Training:
- Monday through Friday: 8:00 am - 5:00pm EST
- Virtual Training will be conducted beginning February 13th
Schedule:
- Monday through Friday 12:00pm-9:00pm EST
- Once a month on a Saturday 8:00am-12:00apm EST
- Mandatory overtime during peak season (January thru March)
Targeted Compensation: $18.75/hour, plus uncapped monthly bonus potential
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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.
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
here
for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.
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