Complaint Resolution Specialist

 

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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 escalation

You 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 Process

Role Specific Knowledge:

• Complaint Resolution Department purpose
• Complaint Resolution Department Policy and Process
• Core Operating Systems

Position 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 Outlook

Preferred:

• 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 decisions

Training & Schedule Requirements:

Training:

• Monday through Friday; 8:00 am - 5:00 pm EST

Schedule:

• Monday through Friday; 8:00 am - 5:00 pm EST

Targeted 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.

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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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