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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!Outcomes and Activities: As a Customer Care Specialist, you will be responsible for investigating and resolving various customer complaints in a timely and compliant manner.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 escalationYou 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 ProcessRole Specific Knowledge:
Customer Care Department purpose
Customer Care Department Policy and Process
Core Operating SystemsPosition 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 urgencyRequirements:
High School Diploma or GED
Proficient in Microsoft Word, Excel and Outlook
Have a high-speed internet connection with a minimum of 15mbps download speedPreferred:
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 fac
