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Bilingual Customer Service Representative

Company

Credit Acceptance
Address ,
Employment type FULL_TIME
Salary $18 - $20 an hour
Expires 2023-10-19
Posted at 8 months ago
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:
  • Efficiently and accurately handle calls and assist consumers in building a better financial future by providing personalized solutions to their concerns, answering questions to help them understand their account, and removing barriers to help them make on time payments. We are obsessed with constantly improving the customer experience by showing PRIDE in the work we do, looking for new ways to exceed customer expectations with empathy, sincerity, and a commitment to one call resolution.
  • Ensure the information we depend on to contact and collect from these consumers is accurately maintained.
  • Effectively educate the customer on how to resolve their issue through self-service options and payment options, where applicable.
  • Professionally and respectfully provide exceptional customer service during every phone call.
  • Support additional customer service requests (ie: customer call backs, email follow ups, etc.).
Outcomes & Activities:
  • Promote Payment Options: You will proactively discuss payment options with no fees and/or lower cost with the customers when there is a fee associated with their payment. Also, offering AutoPay if the customer is calling to make a payment, but not currently enrolled.
  • Adhere to Policies/Processes: You will need to remain compliant with our policies, processes and legal guidelines.
  • Regular and predictable attendance as outlined in the Operations attendance policy
  • Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.
  • Handle Incoming Phone Calls: You will spend up to most of your time on the phone effectively and efficiently handling consumer phone calls assisting with one-time and recurring phone payments.
  • All other duties as assigned by Supervisor (training, workshops etc).
  • Provide Support: You will handle all consumer requests such as document requests, contract questions and information inquiries.
  • Provide exceptional Customer Service: You will leverage the Customer Service Call Quality model to understand how to handle each call in a manner that is respectful and helpful while providing consumers with accurate account information.
Knowledge & Skills:
  • Maintain a positive attitude and tone while addressing a customer’s questions or concerns.
  • Talk and type at the same time (talking with consumers while documenting relevant notes).
  • Comfortable with repetitive tasks, sit and talk on the phone with a headset for up to 90% of the day.
  • Speak clearly, professionally, and articulately on the telephone.
  • Document account notes clearly and efficiently.
  • Navigate within multiple computer programs simultaneously
  • Knowledge of Microsoft Office products such as Outlook and Teams
  • Actively listen and have effective communication skills.
  • Identify basic computer components and assemble/troubleshoot company issued equipment by following both written and verbal instructions
  • Manage your time effectively and adhere to attendance guidelines and complete work tasks in a timely manner.
  • Problem solver, with an ability to understand, interpret and act on information promptly and effectively.
  • Open and receptive to ongoing feedback aimed at improving performance.
  • Remain compliant with our policies, processes, and legal guidelines.
  • Operate company issued equipment, which may include a computer, headset, and camera
  • Work independently in our remote environment and in a virtual team environment.
  • Intuitive with the ability effectively offer options to better benefit the consumer needs.
  • Self-driven, motivated to help, and able to perform with minimal supervision in a remote team environment.
  • Manage a set work schedule.
  • Seek, retain, and share knowledge to help consumers resolve requests and understand the functions of other departments.
Requirements:
  • High speed internet connection with a minimum of 15mbph download speed
  • Proficiency in spoken and written Spanish
  • High school diploma or GED.
Preferred:
  • Previous customer service experience in a call center environment.
  • Experience in any position where you had to demonstrate excellent communication skills.
  • Experience in the finance or automotive industry.
Training & Schedule Requirements:
Training:
  • Monday through Friday; 8:00 am - 5:00 pm
  • Virtual Training will be conducted beginning 10/2/2023
Schedule:
  • Department Hours: Monday – Saturday 5am-8pm PT
  • 1 week with Saturday and Sunday off
  • 1 week includes 1 weekday and 1 Sunday off
  • 2 week rotational schedule
    • 1 week includes 1 weekday and 1 Sunday off
    • 1 week with Saturday and Sunday off
Targeted Compensation: $18.00-$20.00/hour based on experience
Targeted Bonus:
Uncapped monthly bonus potential based on individual performance. The estimated average bonus target for this position is around $800/month.
#zip
#CACMI
#LI-Remote
Our Company Values:
To be successful in this role, Team Members need to be:
  • Respectful by collaborating and actively listening
  • Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
  • Positive by maintaining resiliency and focusing on solutions
  • Earnest by taking accountability, applying feedback and effectively planning and priority setting
  • Direct by effectively communicating and conveying courage
Expectations:
  • Remain compliant with our policies processes and legal guidelines
  • Attendance as required by department
  • All other duties as assigned
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 an inclusive environment for all. We are proud to be an Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring 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.