Outcomes and Activities:
- Handle Phone Calls: You will spend the majority of your time signed on to our phone system, handling phone calls from our stakeholders
- Review, validate and verify information through document review, internet searches and phone calls to quickly fund compliant deals
- Provide a high level of customer service to maintain relationship with our stakeholders
- Resolve and document dealer inquiries not related to the funding process
- Keep the dealer’s pipeline open by managing any license, title, audit and inventory issues
- Welcome and onboard new dealers by offering initial funding assistance
- All other duties as assigned
- Attendance as outlined in the Operations Attendance Policy
Requirements:
- Bachelor’s degree or equivalent Credit Acceptance work experience
- Be proficient in Microsoft Word, Excel and Outlook
- Remain compliant with our policies, processes and legal guidelines
- Work Saturday shifts with an offsetting flex day during regular work week (non-peak season) as well as mandatory overtime during peak season (January thru April) and during month end (last calendar working day of any month)
- High speed internet connection with a minimum of 15mbph download speed
Preferred:
- Customer Service experience in a call center environment
- Interaction with auto dealers in current or past role
- Experience reviewing contracts/legal documents with a strong attention to detail
- Experience having to interpret existing rules/guidelines and apply them appropriately to make decisions
Knowledge and Skills:
- Be Diligent: Hard working, Conscientious, Sense of Urgency
- Be Effective: Clear Communicator, Autonomous, Organized, Productive
- Validate information clearly and intuitively, protects all stakeholders
- Educate: Identify and close knowledge gaps with all stakeholders
- Listen actively, understand caller’s situation
- Own performance outcomes, improvement actions, attitude
- Promotes: Delivers superior Customer Service
- Effectively work independently in a fast-paced environment
- Ability to adapt well to change with the willingness to maintain a flexible schedule
- Speak clearly, professionally and articulately on the telephone
- Ability to learn quickly and apply knowledge learned
- Handle difficult conversations professionally
- Deals effectively with pressure, maintains focus and intensity, and remains optimistic and persistent, even under adversity.