Redemption Specialist
Company: Credit Acceptance
Location: Detroit
Posted on: April 23, 2024
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!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:
- Redeem Vehicles: Using our call model, you will persuade
customers to pay to 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
- 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
- Remain compliant with our policies, processes, and legal
requirements
- Perform all other duties as assigned
- Adhere to attendance as outlined in the department attendance
policyRequirements:
- High school diploma or GED
- High speed internet connection with a minimum of 15mbps
download speedPreferred:
- 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 dialerKnowledge and
Skills:
- Communication: Tone of voice; ask open -ended, probing
questions; professional; confident
- Ownership: Own performance, receptive to feedback; applies
feedback to improve, active participant in training & coaching
sessions
- Listening: Active listening; understand customer's situation;
recognize issues that prevent payment
- Logic: Understand account history; critical thinking, problem
solving, ability to reason
- Encourage: Good negotiator; ability to persuade customer to
pay; assertive; create urgency with customer
- Control the Call: Set expectations; create accountability and
resolution; maintain focus; call efficiency
- Trust Building: Create and build trust; empathy; positive
approach to creating resolution; collaborative approachTraining &
Schedule Requirements:Training: 3 weeks
- Monday through Friday; 8:00 am - 5:00 pm
- Virtual Training will be conducted beginning 6/17/2024Schedule:
- Monday through Friday 12:00pm-9:00pm
- Once a month on a Saturday 8:00am-12:00pm
- Mandatory overtime during peak season (January thru
March)Targeted Compensation: $18.75/hour, plus uncapped monthly
bonus potential#zipINDSERHP#LI-RemoteBenefits
- Excellent benefits package that includes 401(K) match, adoption
assistance, parental leave, tuition reimbursement, comprehensive
medical/ dental/vision and many nonstandard benefits that make us a
Great Place to WorkOur 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 departmentAdvice!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 a safe and inclusive working environment for
all. As part of our Culture of Compliance, we are proud to be an
Equal Opportunity Employer and value our culturally diverse
workforce. All qualified applicants will receive consideration for
employment regardless of the person's age, race, color, religion,
sex, gender, sexual orientation, gender identity, national origin,
veteran or disability status, criminal history, or any other
legally protected characteristic. 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, Novi , Redemption Specialist, Other , Detroit, Michigan
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