Job Details
Job Description Customer Care Representative (Cypress, CA) ( **Job Number:**
HFC0004O3 ) * Fulfilling customer service support requests, such as correspondence, titles, tickets and other administrative tasks
* Meeting service level expectations
* Following federal and state laws regarding account servicing
+ Comply with established procedures and policies for account servicing
+ Protect consumer privacy, financial, and personal information
**Customer Accounts**
You will make outbound calls to and take inbound calls from customers who are past due on payments. These are soft collections, typically for customers who are 1 to 59 days past due. (Note, experienced reps may also work on accounts that are 60+ days past due). Your goal is to work with customers, helping them make payment arrangements to become current on their accounts and retain their vehicles. The volume is high, and you'll have the advantage of the auto-dialer for many calls. Specifically, you will:
Invest the majority of your time contacting customers who are delinquent on their payments, including: **Funding**
You will be responsible for funding retail and lease contracts. Contracts are generated at the dealerships as either paper contracts, which pass through scanning and validation facilities before reaching you, or iContracts (the majority) which come directly to you through a proprietary software system, often while customers are still at the dealership. With every interaction, whether external (dealers) or internal (funders, leadership, buyers, dealer relations managers, etc.) you will maintain a service-oriented mindset to meet your mission and AHFC's goal of providing service excellence to dealers and customers alike. Specific tasks will include: * Funding retail and lease contracts and ensuring compliance and risk management by:
+ Reviewing submissions in the queue
+ Ensuring that the customer and contract information is accurately recorded in the system
+ Following up for corrections to contracts or missing documentation
+ Routing exceptions for next level approval
+ Handling incoming and outbound calls daily
* Performing associated servicing functions, including:
+ Providing accurate information regarding contract funding status, responding to and resolving dealer inquiries
+ Clearly explaining applicable processes or procedures to the dealers
+ Supporting dealers using our proprietary submission system by assisting with basic troubleshooting
* Processing a high volume of new account originations
* Determining if the accuracy and completeness of submitted contracts meet all requirements to book the contract
* A college degree is preferred
* Customer service or collections experience is preferred; contact center experience is a plus. We're also open to new graduates and customer-oriented people interested in a service position
* A strong customer service mindset
* Demonstrated ability to work well within teams
* Excellent interpersonal skills with the ability to communicate clearly and concisely verbally and in writing
* Strong keyboarding and multitasking skills; the ability to talk and type simultaneously
* The ability to analyze situations and develop creative solutions
* Solid organizational skills with attention to detail
* Proficiency with Microsoft Office programs and the ability to learn new systems
* Reliability, flexibility, coachable
* Bilingual, English/Spanish preferred
* Take a proactive approach to getting up to speed quickly
* Demonstrate a strong work ethic, reliability, including punctuality and attendance, and integrity
* Work independently and as a strong team member
* Consistently meet goal and quality expectations
* Bring a sense of ownership and a results orientation to your role; consistently meet and exceed goals
* Adopt the mindset that everyone you interact with, internally and externally, is a customer
* Ask questions as needed to learn and develop