Financial Care Agent (Credit Acceptance)

Summary
Our Financial Care Agents are responsible for effectively negotiating the resolution of early stage past due accounts and/or customer inquiries on behalf of our clients while maintaining a high level of customer satisfaction, by providing a professional, positive, and empathetic experience to each customer. Engagement, as well as adhering to all applicable company, client, and regulatory requirements are our top priority.

Full-Time 

Essential Functions
•    Meet or exceed productivity goals established by the Client and Company
•    Efficiently manage customer accounts and file records according to Company and Client work standards:
o    Efficiently handle and maintain customers’ accounts
o    Accurately and thoroughly update and document account notes while on the phone with customers
o    Use probing questions to assess the consumer’s situation and assist with resolving issues according to client’s work standards
o    Negotiate for payment arrangements on delinquent accounts
o    Quickly make knowledge-based decisions to resolve the related issues
•    Stay abreast of daily and weekly Operations news and information; acknowledge receipt and understanding of policy and procedure updates
•    Complete all assignments as required or requested by Operations management
•    Maintain knowledge, understanding, and compliance with all federal, state, and local laws and regulations within functional area and with Client policies and procedures
•    Communicate professionally and appropriately with clients, consumers, co-workers, and management
•    Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures
•    Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations within functional area and with Company policies and procedures
•    Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
•    Adhere to all Company and customer confidentiality and security policies and procedures

Non-Essential Functions
•    Perform other duties and special projects as assigned

Supervisory Responsibilities/Accountabilities
•    This position does not require Supervisory Responsibilities/Accountabilities

Requirements

• Must be able to work Saturday and Sunday - Will have two days off during the week
• Must be able to work until 9 PM EST some nights during the week
  •    High School Diploma or General Educational Development (GED) certificate
  •    Two or more years of applicable customer service or related experience
  •    Proficient computer skills, including utilization of computerized collections software programs. Experience with spreadsheets and automated systems
  •    Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail
  •    Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment
  •    Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures
  
  Physical Requirements
  While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while using a computer for their entire work day. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel/press the keys. The job requires extensive use of keyboards and computers.
  
  Working Conditions
  Work is generally performed within an indoor office environment utilizing standard office equipment. Call center desk/cubicle setting.
  
  Position Type/Expected Hours of Work
  Qualified candidates must be flexible with their schedule and able to work a minimum of 40 hours per week Mon through Sun. Candidates must be able/willing to work weekends (Sat and Sun) and some evening shifts during the week. Schedules can be subject to change at the client's discretion and overtime can be requested by management and/or the client. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

Background checks and drug screens are performed. 

Equal Employment Opportunity: Disabled/Veteran