Redemption Specialist

: 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 policy

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

Knowledge 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 approach

Training & Schedule Requirements: Training : 3 weeks

• Monday through Friday; 8:00 am - 5:00 pm
• Virtual Training will be conducted beginning 4/29/2024

Schedule :

• 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 #zip INDSERHP #LI-Remote Benefits

• 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

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 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 here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.