Remote
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:
- NOTE: This position will work from home. Occasional planned travel to an office location may be required.
- Work accounts in a call center environment. Calls are assigned to the Insurance Department to expedite the claim settlement process on vehicles that have a total loss, theft, repair or GAP claim filed against them.
- Protect Credit Acceptance’s interest by ensuring that the check issued by the insurance company is used to repair the vehicle or applied to the account when the vehicle is not getting repaired or considered a total loss.
- Work accounts to process all paperwork necessary to complete GAP claims for consumers that have purchased supplemental GAP coverage with their vehicles.
- Follow company policies and procedures to protect Credit Acceptance’s interest and ensure Credit Acceptance receives any proceeds, issued by insurance companies, which the Company is entitled to under the Retail Installment Contract.
Outcomes and Activities:
- Handles inbound calls that are served by a dialer and outbound calls that are made to settle insurance claims in a compliant manner as quickly as possible.
- Manage inbound and outbound calls in compliance with the Call Quality Score Model.
- Recommend vehicles for repossession when necessary.
- Process necessary paperwork pertaining to Insurance and GAP Claims.
- Assist in gathering documents for GAP Claims.
- Communicate cross functionally with other departments when settling claims.
- Encourage customers to stay current on their payments while insurance claims are pending. Process payments when applicable.
- Perform all other duties as assigned.
- Meet attendance guidelines as outlined in the Operations Attendance Policy.
- Remain compliant with our policies, processes, and legal guidelines.
Knowledge and Skills:
- Assertive, persuasive, and personable with our consumers.
- Comfortable negotiating with customers and insurance companies to get claims settled quickly and compliantly.
- Ability to remain positive, professional, determined, calm and focused when faced with challenging situations.
- Quick thinker, with an ability to understand and interpret information promptly and effectively.
- Self-driven, motivated to help, and able to perform with minimal supervision in a team environment.
- Deals effectively with pressure, maintains focus and intensity, and remains optimistic and persistent, even under adversity.
- Ability to use empathy when managing customer situations.
- Ability to effectively power through distractions with a drive to achieve desired results.
- Receptive to ongoing feedback aimed at improving the performance of you and your team.
- Ability to speak in a clear and professional manner on the telephone.
- Ability to talk and type at the same time (talking with consumers and insurance companies while documenting relevant notes).
- Comfortable with repetitive tasks, sitting with a headset for up to 85% of the day while talking on the phone.
- Ability to work independently and in a team environment.
Requirements:
- High school diploma
- 1-year minimum experience in customer service
- Proficient in Microsoft Office applications (Microsoft Outlook, Word, and Excel)
- Proficient in operating office equipment (telephone, and keyboard).
- Have a high-speed internet connection with a minimum of 15mbps download speed
Preferred:
- Experience in the finance or automotive industry
- Experience in Insurance/Claims processing
- Experience working with collection systems
- Experience working in a fast-paced environment
- Experience in a call center environment
Training & Schedule Requirements:
Training:
- 5 weeks Monday through Friday: 8am - 5pm EST
- Virtual Training will be conducted beginning Monday, February 17th
Schedule:
- Monday through Friday: 10am - 7pm EST
Targeted Compensation: $21.00 - $24.58/hour based on experience
Targeted Bonus: Uncapped monthly bonus potential based on individual performance. The estimated average bonus target for this position is around $400.
INDSERMP #zip #LI-Remote
Benefits
- Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work
Our Company Values:
To be successful in this role, Team Members need to be:
- Positive by maintaining resiliency and focusing on solutions
- Respectful by collaborating and actively listening
- Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
- Direct by effectively communicating and conveying courage
- Earnest by taking accountability, applying feedback and effectively planning and priority setting
Expectations:
- Remain compliant with our policies processes and legal guidelines
- All other duties as assigned
- Attendance as required by department
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 a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person’s age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic. 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.
