Title: Specialist, Credit Reporting Escalated Customer Support

Location: USA – Remote

time type

Full time

job requisition id

R12761

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 Support teams work with multiple departments in a dynamic environment that promotes flexibility and autonomy, while offering the opportunity to collaborate with a diverse group of professionals. We work to comply with our company standards, exceed customer expectations and drive our Great Place to Work culture. Through the consistent delivery of quality services and understanding the needs of our business, we develop innovative improvements as we strive towards our company's Big, Hairy, Audacious Goals!

The purpose of the Credit Reporting Escalated Customer Support Specialist position is to investigate and respond to credit reporting disputes timely and accurately, with a focus on resolving Identity Theft disputes, Block Notifications, and other escalated disputes where the dispute investigation may benefit by communicating directly with customers, dealers, or third parties. The expectation is that you will perform a reasonable investigation based upon the facts and circumstances presented in the dispute and engage customers, dealers, and third parties in a professional and fact-based manner.

Outcomes and Activities:

Meeting or exceeding department productivity and quality metrics:
Disputes Resolved per Hour
Call Quality
Process Quality
Timely and accurately performing investigations of escalated credit reporting disputes.
This includes:
Engaging customers, dealers, or third parties over the telephone in a professional, but direct manner.
Gathering facts and compiling relevant information from internal and external systems, through conversations with customers, dealers, or third parties, and by reviewing results of prior dispute and complaint investigations.
Analyzing, investigating, and documenting disputes in accordance with the Company&#39;s policies and procedures;
Timely escalating any potential compliance concerns
Through the use of internal and external systems, investigating and accurately responding to disputes in accordance with established Company policies. Disputes include ACDVs and Direct Disputes with a focus on resolving disputes on accounts impacted by Identity Theft.
Through the use of internal and external systems, investigating and accurately responding to disputes in accordance with established Company policies. Disputes include ACDVs and Direct Disputes with a focus on resolving escalated disputes on accounts where engaging the customer, dealer, or third party would potentially resolve the dispute or augment the dispute investigation.
Through the use of internal and external systems, investigating and accurately responding to Block Notifications by either blocking the account from reporting or executing the Block Recession process in accordance with established Company policies.
Providing Excellent Customer Service: You will use our call model to handle each call in a manner that is respectful and patient while providing consumer with accurate information.
Recognizing and escalating obstacles that may impact your ability to resolve customer disputes timely.
Communicating effectively to internal and external stake holders via phone (inbound and outbound calls and email.

Knowledge and Skills:

Possessing and expressing a positive and enthusiastic attitude.
Becoming a subject matter expert in investigating disputes impacted by Identity Theft.
Becoming a subject matter expert at researching and investigating escalated disputes. 
Communicating clearly, working efficiently, and meeting deadlines.
Documenting relevant notes while talking on the phone. 
Solving problems while working individually and collaboratively in a team environment.
Demonstrating initiative by being proactive in work duties and making recommendations as opportunities arise.
Working independently and in a team environment to accomplish team and department objectives.
Communicating respectfully, clearly, and concisely to all levels of the organization, customers, third parties, and dealers.
Conducting good Research: Be analytical, have good attention to detail, conduct thorough investigations, and document your completed research well
Remaining positive, professional, determined, calm and focused when faced with challenging situations.
Being open and receptive to ongoing feedback aimed at improving performance.
Being organized, able to multi-task, and able to prioritize multiple requests to meet all deadlines.
Being self-driven, motivated to help, and able to perform with minimal supervision in a team environment.
Quickly learning and becoming a subject matter expert in new systems/processes.

Targeted Compensation: $21.75-$29/hr + a quarterly bonus plan

Requirements:

High school diploma.
FCRA Certification within past 2 years.
Minimum 1 year of Credit Dispute resolution experience. 
Communicating clearly and professionally both verbally and written.
Experience with e-OSCAR, Artiva and LSS.

Preferred:

Experience handling customer calls in a complaint or customer service role.
Familiarity with Credit Reporting Agencies and Bureau Reporting.
Knowledge of Chapter 7 and 13 specific bankruptcy laws, processes, and consequences of non-compliance.

 

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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.

California Residents: Please click herefor the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.

Play the video below to learn more about our Company culture.

Credit Acceptance Corporation

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