Redemption Specialist
- 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 policy
- High school diploma or GED
- High speed internet connection with a minimum of 15mbps download speed
- 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
- 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 approach
- Monday through Friday; 8:00 am - 5:00 pm
- Virtual Training will be conducted beginning 4/29/2024
- 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)
- 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 Work
- 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
- Remain compliant with our policies processes and legal guidelines
- All other duties as assigned
- Attendance as required by department
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